IT Service Desk Specialist

Flexible Work Agreement TypeHybrid / Hybride

Posting End Date2024-11-13

Job GradePIPSC-2

Pay Range$88,191 - $110,790

Job SummaryAs a Service Desk Specialist, you are the first point of contact for NAV CANADA employees when they contact the Service Desk. You will respond by phone, in person and/or electronically, assisting them with both incident resolution and service request management. You will help resolve technical issues in a timely manner using available resources within the company and the support of a knowledgeable team. You will work collaboratively with other groups to route tickets according to established support and escalation guidelines. Documenting all end-user requests and interactions in the ticketing system completing all steps as defined.

Job Description

What NAV CANADA offers you:

• Challenging, team-oriented work environment.
• Competitive compensation and flexible benefits.
• Defined benefit pension plan.
• Opportunities for growth and development.
• Flexible work arrangements.
• Diverse and inclusive workforce.

Job Description

Key Accountabilities:

• By phone, in person and/or electronically, assist users with software installations, configurations, updates and incidents resolution.
• Provide account management services including password reset and creation of new users accounts.
• Create tickets for each customer interaction, escalate to other groups as appropriate and monitor tickets in the bin to ensure they are resolved in a timely manner.
• Perform account management for mobile technologies on the secure authentication server (i.e. secure tokens).
• Contribute to the service desk team knowledge base / wiki.
• Assist in asset tracking and updating hardware / software inventory records.
• Assist with keeping user tombstone data up to date.

Job Requirements

Education:

• Graduation from a recognized university or community college with an acceptable specialization in computer science or information systems; or equivalent combination of education, training, and experience.

Experience:

• Experience in Information Technology, with a focus in technical support and customer service.
• Experience in supporting and troubleshooting mobile devices; printers, multifunction devices, other peripherals.
• Experience in installing and troubleshooting Microsoft Office; Windows based and other commercially available software.
• Comfortable working in and assisting others through remote access desktop programs.
• Experience with wireless networks and VPN.
• Experience in customer service, in particular dealing with difficult clients.

Knowledge:

• Knowledge of the ITIL framework.
• Knowledge of MS Exchange, E-mail configuration and administration, as well as MS Active Directory, remote control tools and Group Policy Objects, MS Azure Active Directory, Microsoft inTune will be a plus.
• Knowledge of a broad range of productivity and performance tools such as MS Office, MS SharePoint, Visio, M365, Teams and MS Project.
• Knowledge of Local and Wide Area Networks and supporting VPN / remote / wireless connections.
• Knowledge of supporting and troubleshooting both computer and mobile systems.
• Knowledge of tickets tracking tools Service Now is an asset.

Abilities:

• Ability to work independently and in a team environment.
• Ability to communicate effectively, both orally and in writing, and to provide consultation and hands-on assistance to a client community.
• Ability to effectively manage time and establish reasonable and attainable deadlines for resolution of issues.
• Ability to analyze and use critical thinking to problem solve with attention to detail.
• Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services.

Personal Suitability:

• Strong work ethic and a positive team-player – trustworthy, capable, and reliable.
• Leverages interpersonal skills to build internal and external relationships, with an emphasis on those that facilitate the achievement of job/role accountabilities, such as customers and IT forums/organizations.
• Flexible and competent in dealing with challenging situations while remaining open to feedback and bringing new ideas.
• Openness to a constantly changing environment.

Working conditions:

• This position is based at Head Office but may be eligible for a flexible work arrangement.
• Will be required to participate in after hour on-call pager rotation.

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.

The successful candidate must meet the security requirement of the position and be legally able to work in Canada.

We thank all applicants for their interest; only those selected for an interview will be contacted.

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