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Service Desk Technician (1-year term)

  • Information Technology
  • Ottawa
  • 1-year term

To apply, please forward your resume and cover letter by Mar 31, 2023

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

Reporting to the Manager, IT Service Desk the Service Desk Technician is responsible for being the first point of contact for the IT department and acts as the focal point for issues and service requests. This includes receiving, prioritizing, documenting and actively resolving end user requests received via phone, email, or through the incident management system. Incidents and requests will be addressed using remote tools. The Service Desk Technician will document and escalate incidents when considered appropriate and necessary.


Education and Experience:

  • College diploma or equivalent experience, with formal training in the Information Technology field
  • Candidates must have three (3) years’ experience supporting clients in a Microsoft Windows and Microsoft Office environment
  • Candidates must have one (1) year experience supporting mobile devices (iOS), printers, label printers, scanners, and other computer and peripheral hardware
  • Candidates must have excellent customer service and communication – both written and verbal skills
  • Networking and data communication experience is an asset
  • Strong troubleshooting skills. ITIL, MCP, A+, certification is an asset
  • Vendor certifications are an asset
  • Previous experience working a cloud environment is an asset


Skills and Ability:

  • Thoroughly document all pertinent information relevant to the nature of problems or issues coming into the service desk
  • Prioritize and schedule issues, and escalate when required to appropriate experienced technician or support group
  • Skilled in written and verbal communications in both official languages
  • Must demonstrate strong initiative, judgement and reliability
  • Ability to work independently and to work with others as a team
  • Possess high level of integrity and excellent attention to detail
  • Bilingualism required



  • Working knowledge of Windows operating systems, including Windows 7 and Windows 10;
  • Supports a variety of user hardware, including a variety of PC models, laptops, printers, scanners, and iOS devices.
  • Knowledge regarding security procedures, virus scanning, password compliancy and remote dial-in procedures;
  • Able to research and troubleshoot computing problems using manuals and the Internet;
  • Provide training and demonstrations of Microsoft Office core products, Exchange, and basic Windows 7/10 desktop functions to end users;
  • Help desk knowledge base to document problems resolution, known bugs and workarounds.