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Senior Desktop Technician

  • Information Technology
  • Ottawa
  • Full Time
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To apply, please forward your resume and cover letter by Aug 12, 2022

The Royal Canadian Mint is hiring a Senior Desktop Technician who can thrive in a dynamic and inclusive environment.

Reporting to the Manager, IT Service Delivery, the Senior Desktop Technician is a senior role within the Service Desk team. This position acts as a senior technical resource that is able to solve complex problems for the department and the company. They act as an escalation point for issues that cannot be resolved by more junior members of the team. The Senior Desktop Technician identifies, develops, and implements recommendations for process and technical improvements.

Requirements

Language Requirement: Bilingual (EN/FR) required

Education and Previous Experience:

  • College diploma or equivalent experience.
  • Candidates must have five (5) years experience in support of: Microsoft Windows, Microsoft Office core products, and computer and peripheral hardware.
  • Networking and data communication experience would also be an asset.
  • Strong troubleshooting skills. MCP, A+, MCSC certification is an asset. Vendor certifications are an asset.

Abilities and Skills:

  • Ability to provide high quality, professional, service-oriented Level 2 IT desktop support to the end-user community, via telephone, email, or interpersonal communication.
  • Ability to troubleshoot problems associated with common desktop operating systems, custom and purchased software applications, and computer hardware and peripheral devices.
  • Ability to monitor and document Level 2 incidents in the service management tool and act as a senior level 2 escalation point for more difficult issues faced by more junior members of the team.
  • Ability to deploy desktop, laptop, and workstation class computers to the user community using common deployment and configuration tools.
  • Ability to contact external vendors, suppliers, and relevant corporate authorities when required to diagnose and solve PC and related software and hardware problems.
  • Assist with Asset Management, including both hardware and software assets
  • Assist with Audio Visual support within the RCM corporate environment
  • Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on.
  • Ability to identify and recommend improvements to technical and process issues.
  • Interfaces with other business units to diagnose issues and plan improvements in service.
  • Ability to mentor and train less experienced technicians.
  • Document team level processes and procedures.
  • Assist in the execution of team level projects
  • Assist in the research and implementation of new technology solutions.
  • Comply with IT practices and procedures
  • Responsible for investigating and resolving issues identified buy the Problem Management process.
  • Assist in identifying process gaps, and the implementation of continuous improvement.
  • Administration of cloud based applications.
  • Assist in the testing and evaluation of new products, both internal and external.
  • Skilled in writing and verbal communications.
  • Must demonstrate strong initiative, judgment and reliability.
  • Ability to work independently and to work with others as a team.
  • High level of integrity.
  • Ability to motivate and maintain a positive work environment.
  • Excellent attention to detail.
  • Strong willingness to learn and develop skills, with a focus on continuous improvement

Knowledge

  • Advanced to expert level knowledge of Windows desktop operating systems, including Windows 7 and Windows 10.
  • High degree of familiarity with Microsoft SCCM and Windows Imaging and deployment technologies (WDS, MDT).
  • Familiar with a variety of end-user hardware, including a variety of PC models, laptops, printers, scanners, iPhones, iPads and MAC devices.
  • Knowledge regarding cyber security procedures, endpoint protection, password compliancy and remote access technology
  • Familiar with ITSM and best practises regarding service management.
  • Knowledge of Windows Servers, Active Directory, and networking in a corporate environment.