Service Desk Technician - Mississauga

Hatch Ltd.; Mississauga; On-site; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Desk Technician to join their dynamic team in Mississauga. This role involves providing exceptional technical support, troubleshooting issues, and ensuring customer satisfaction. You will play a critical part in maintaining system health and assisting with IT projects. The company values diversity and innovation, offering a collaborative environment where your skills will contribute to meaningful projects. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you.

Benefits

Flexible Work Hours

Professional Development Opportunities

Health and Wellness Programs

Employee Assistance Program

Qualifications

• Minimum three years of experience in corporate service desk technical support.
• Excellent understanding of Microsoft products and Active Directory administration.

Responsibilities

• Provide technical support via phone, email, or ticketing systems.
• Diagnose and resolve hardware, software, and network-related issues.

Skills

Desktop/Technical Support

Microsoft Windows

Analytical Skills

Troubleshooting

Customer Service

Microsoft Office 365

Remote User Support

Problem-Solving

Education

College Diploma or Degree

Tools

Zendesk

ServiceNow

Microsoft Teams

Zoom Video

Autodesk

ESRI

Bentley Products

Job description

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Service Desk Technician - Mississauga

Date: May 5, 2025

Company: Hatch

Requisition ID:95242

Job Category:Information Technology

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative, and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

As part of our Shared Services group, comprised of Finance, Marketing, Communications, Human Resources, Commercial, Legal, and Facilities, we support the business in achieving their goals through a range of strong technical capabilities. We ensure delivery of services through the skills of our people, methodologies, and systems.

Responsibilities:

1. Provide Technical Support: Respond to and resolve technical issues reported by users via phone, email, or ticketing systems, ensuring timely and accurate solutions.
2. Incident Management: Document, track, and prioritize incidents and service requests according to established processes.
3. Troubleshooting: Diagnose and resolve hardware, software, and network-related issues, escalating to higher support levels when necessary.
4. System Administration: Maintain and update user accounts, permissions, and access control for various systems.
5. Knowledge Management: Create and update documentation for troubleshooting steps and technical guidelines to improve support efficiency.
6. Customer Service: Provide exceptional support with a customer-centric approach, ensuring user satisfaction and clear communication throughout the resolution process.
7. Monitoring Systems: Keep an eye on system health, performance, and security, reporting any anomalies or risks.
8. Support IT Projects: Assist in implementing IT initiatives, migrations, or deployments within the organization.
9. Training and Guidance: Offer guidance to users on software applications, tools, and IT best practices.
10. Compliance and Reporting: Adhere to company policies and standards, ensuring compliance with IT security protocols and contributing to regular performance reports.
11. Setup and Overseeing of Corporate Events: Provide technical support for corporate events, including the setup of IT equipment and troubleshooting during events to ensure smooth operations.
12. Working Overtime as Required: Remain available to work overtime based on business needs, ensuring consistent support during critical times.
13. Traveling to Different Sites/Offices: Visit various offices and sites as needed to provide on-site technical support and assistance.

Qualifications:

• College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment.
• Ability to support Lenovo, HP laptop/desktop computers, peripherals, Ricoh, HP, Canon multi-function printers, and other computer hardware.
• Knowledge of engineering software such as Autodesk, ESRI, and Bentley products, is a clear advantage but not required.
• Familiarity with common Microsoft software and good knowledge of remote user support.
• Excellent understanding of Microsoft products, including Windows 10/11, Office 365, Teams, SharePoint, OneDrive is required.
• Provide application support for SAP, Adobe products, Bluebeam, and other current and in-house applications that exist within the organization.
• Excellent understanding of Windows Active Directory User and Computer Administration, Entra, Azure Active Directory, Microsoft Exchange, and Office 365 Admin is required.
• Exposure to IT Service Management and delivery systems, e.g., Zendesk, ServiceNow, Remedy.
• Experience in handling Events, Live Meetings, Webinars, and corporate events using MS Teams or Zoom Video or similar systems.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to function well in a team environment; work independently as needed.
• Confident & strong oral and writing proficiency in English.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals are assets.
• Minimum three years relevant experience working in a similar corporate service desk technical support role.
• All candidates must have legal authorization to work in Canada without employer sponsorship and must pass a background check.
• A driver’s license with access to a vehicle on a daily basis.
• Collaborate on exciting projects to develop innovative solutions.

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.

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