Technical Support Agent

Desjardins Group; Chaudière-Appalaches; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Annual bonus

4 weeks vacation

Pension plan

Group insurance

Telework equipment reimbursement

Health & wellness expenses

Job summary

Desjardins Group on-site IT support role requiring a college diploma and 1+ year of experience. You will manage caisse equipment, IT systems, user access, and security policies while providing user support and problem resolution. The role includes reporting, licence management, and training opportunities.

We offer competitive compensation, four weeks of vacation from year one, a defined benefit pension, group insurance, telework equipment reimbursement and other eligible benefits.

Qualifications

• College diploma in a related field.
• Minimum of one year of relevant experience.
• Knowledge of French is required.
• Understanding of financial services cooperatives.
• Knowledge of information security policies and ethics.
• Knowledge of caisse computer equipment procedures.
• Must have a valid driver’s license and access to a vehicle.

Responsibilities

• Manage caisse computer equipment, IT systems and related devices.
• Provide user support and troubleshoot issues.
• Perform MIC platform administration and backups.
• Configure new users and manage access groups.
• Produce reports on problems and follow up.
• Maintain and update licences for applications.
• Ensure computer security standards are applied.
• Develop simple training for users.
• Plan and implement desktop deployment upgrades.

Skills

French language

Customer focus

Decision making

Adaptability

Education

College diploma

Job description

The work mode arrangement for the position is full-time on site. The incumbent is responsible for effectively managing the caisse's computer equipment, IT systems and technological equipment. He or she also provides technological support to users.

More specifically, you will be required to:

• Perform MIC platform administration activities (e.g. server shutdown and start-up, verifying automatic system operations, managing access groups, performing maintenance on the back‑up unit and recovering files)
• Perform basic network activities (e.g. reactivating passwords, configuring new users, performing regular maintenance procedures)
• Manage the computer equipment, technological systems and equipment (e.g. desktops and laptops, printers, telephone systems, office phones, cell phones and alarm system).
• Produce and transmit reports concerning problems encountered and carry out follow‑up activities.
• Compile various statistics and other data on the observance of service standards.
• Inform the Help Desk Services team of changes to be made to computer equipment, as needed
• Carry out activities related to systems and technological equipment (e.g. activation, configuration, maintenance and repair).
• Analyze equipment needs, propose solutions and acquisition and disposal procedures and carry out follow‑up activities.
• Act as IT and technology expert for users.
• Support them in optimizing their use of systems and equipment, solve and propose solutions to problems encountered, refer more complex issues and carry out follow‑up activities.
• Develop and propose simple training activities for users of computer equipment and systems and technological equipment.
• Participate in planning and implementing activities required in deploying and upgrading desktop systems.
• Ensure the application of standards, procedures, advice and recommendations regarding computer security.
• Oversee all activities related to the flow of technical information necessary for the platform's smooth operation.
• Manage and update various Web and platform applications, profiles, standardized groups and user IDs.
• Manage licences for the various applications (e.g. PALTrak network, Expert module) as well as the ensuing costs.

What we offer

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment
• Benefits apply based on eligibility criteria.

What you bring to the table

• College diploma in a related field
• A minimum of one year of relevant experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Knowledge of French is required
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of information security policies, legislation, standards and ethics as they relate to caisse operations, the business centre and the Federation.
• Knowledge of procedures and methods related to the caisse's computer equipment
• Knowledge of service standards
• Must have a valid driver's license and access to a vehicle
• Action oriented, Customer Focus, Decision quality, Differences, Nimble learning, Situational adaptability Equity, Diversity, Inclusion and Accessibility

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Trade Union (If applicable)

Job Family Information technology (FG)

Desjardins Group is the largest cooperative financial group in North America. We're the choice for over 52,000 employees and we're named one of Canada's top employers by Mediacorp and Forbes. We offer a full range of financial products and services and share our expertise in personal services, business services, wealth management, life and health insurance, and property and casualty insurance. Pursuing a career at Desjardins means being part of an organization that puts people first.