Service Desk Technician

Manitoba Liquor & Lotteries; Winnipeg; On-site; CAD 42,000 - 54,000; Full time

Job summary

Manitoba Liquor & Lotteries (MBLL) is seeking a Service Desk Technician to provide frontline IT support to end users and external customers. You will triage incidents, perform initial analysis, and coordinate with Tier II/III staff to restore services quickly while maintaining open communication with stakeholders.

The role includes imaging and deploying workstations, supporting POS devices and network equipment, and ensuring seamless service delivery.

Qualifications

• A degree or diploma in IT or an equivalent combination of education, certification and experience.
• Strong written and verbal communication skills, analytical and organizational abilities.
• Experience with Microsoft 365 apps (Word, Excel, PowerPoint, Teams, Outlook).
• Have and maintain a valid Manitoba Class 5 Driver's license.
• Continuous upgrading/learning to remain current in information technology.
• Core competencies: quality, adaptability/change, communication, customer service, decision making and problem solving, integrity and teamwork.

Responsibilities

• Receive, classify, route, prioritize, resolve and close incoming IT-related support calls and service requests.
• Process incidents, including monitoring, tracking and communication through to completion.
• Assist end users with software applications, file access and hardware support.
• Image and prepare new workstations for deployment.
• Escalate Tier II/III calls to appropriate ITS staff as needed.
• Provide on-site and remote ITS support for MBLL locations and remote staff.
• On-call standby duties, including after-hours coverage and holiday readiness.
• Manage user accounts, access provisioning, and VoIP administration.
• Maintain asset inventory and update documentation for standby procedures.

Skills

Communication

Verbal & Written

Analytical

Organizational

Customer Service

Microsoft 365

Education

IT Degree/Diploma

HDI Support Centre Analyst certificate

Tools

Microsoft 365

Job description

Reporting to the Manager, Client Support, The Service Desk Technician is responsible for providing technical and non-technical support to Manitoba Liquor & Lotteries end users and external customers by following the incident management process, ensuring minimal impact on the business activity of the organization and the user. The incumbent will act as a single point of contact for users and user issues, receive automatic alarm notifications and respond by procedure, and provide initial triage of service issues and elevate as appropriate.

• Receive, record, classify, route, prioritize, resolve and close all incoming IT related support calls, automated system alerts, service requests, and capital project requests within prescribed time limits.
• Process all incidents, including monitoring, tracking and communication of all incidents, problems, and service requests through to completion.
• Assist end users with software applications, file access and hardware support as required.
• Image and prepare new workstations for deployment.
• Research technical and non-technical problems and resolve in a timely manner.
• Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents: recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
• Escalate and route Tier II or III support calls to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
• Work with external service providers to ensure that issues such as laptops, monitors, printers, meeting room equipment, and other ITS equipment at all locations are dealt with in a timely manner.
• Work with licensees, vendors, suppliers and specialty wine stores and software that external customers could use offered by MBLL ensuring that all external issues are dealt with in a timely manner.
• Provide on-site and remote ITS support for MBLL locations, remote staff as required.
• May provide on location support and prioritized executive & board level service for Tier 1 incidents and service requests.
• Perform Start of Day and End of Day procedures on all assigned systems.
• Follow up on incidents to ensure customer satisfaction.
• Coordinate communication of all planned and unplanned failures and outages to MBLL stakeholders.
• Assist store employees with network outages (reboot of router, switch and DSL equipment)
• Create and modify procedures as required.
• Monitor systems and network parameters (includes network for stores), and communicate failures and outages to impacted parties and leadership
• Assist with onboarding new employees and contractors to MBLL (Setting up system access, provisioning hardware, setting up multifactor authentication).
• iPhone support, configuration, setup, and troubleshoot.
• Assemble, set up, image and install software on POS registers.
• Coordinate banking information with external parties (e.g., Payment Provider, American Express, Financial institute).
• Monitor POS registers and pin pads on a regular basis.
• Coordinate and deploy ITS equipment for new and renovated stores.
• Serve as a member of the weekly stand by 7-day rotation group.
• Provide Service Desk support to team members and leadership in resolving all issues when on standby support.
• Verify and send out all required critical emails and messages promptly to appropriate groups and parties.
• Update any documentation for standby procedures.
• Follow all standby procedures when addressing issues during standby
• When on call rotation, must maintain availability and ability to respond to calls within prescribed timelines of receiving them 24 hours a day, 7 days a week, including holidays.
• Escalate all issues as per standby documentation and procedures.
• Modify and delete accounts for all assigned systems.
• Manage new administration accounts for all assigned systems.
• VoIP administration (configuring phones, number extension setup and assignment, voicemail account administration, account setup)
• User Access Audit Reports – setup, process, and complete the user access audit reports for critical MBLL systems.
• Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
• Update the inventory database with additions of assets under the management of this position.
• Place asset tags on new IT equipment and record in the inventory database.
• Other related duties as assigned.

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification and experience.
• Strong written and verbal communication skills, analytical, and organizational skills.
• Experience and proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams, and Outlook).
• Have and maintain a valid Manitoba Class 5 Drivers license.
• Continuous upgrading/learning is required to remain current in information technology.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

• One-year previous service desk experience is considered an asset.
• Previous customer service experience is considered an asset.
• Completion of an HDI Support Centre Analyst certificate is an asset.
• ITIL certification is considered an asset.
• Bilingual French/English language skills are an asset.

***Testing may form part of the screening/selection process. An eligibility list will be created, if possible. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased depending on the Collective Agreement. We thank all interested applicants, however, only those selected for interviews will be contacted.