Desktop Support (Site Support) at Teckis a Tier 2 end user support position, with aspects of both higher and lower responsibility and technical-aptitude work included occasionally as well. The Desktop Support role is a predominantly in-person support role and the successful candidate will remain in-person and in-office 80-100% of the week.

Reporting to the Acting Lead End User Support, the Desktop Support Technician is responsible for the onboarding, refreshing and replacing machines, incident resolution, and general ticket and request management. As the second support person in Toronto, this outstanding candidate must be able to work independently and apply a variety of resources! All tasks are assigned and tracked through ServiceNow, making prior experience with this tool is advantageous. Additionally, maintaining request, incident, and asset management records is entailed, along with updating internal team documentation and externally facing knowledgebase articles as needed.

The ideal candidate is a versatile professional, ideally with a background in customer service and a solid focus on technology. Experience in retail sales or the service industry is beneficial for developing the client-first attitude we value. However, a robust technical capability is also essential. Teck’s Toronto office serves as the Sales and Marketing hub, so the Desktop Support Technician will support a diverse clientele, including executive visitors from the head office. This role will also provide remote support for the Vancouver head office. Experience in providing executive support within an enterprise environment is highly desirable.

Responsibilities

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Liaise with multiple teams, groups, and areas of the business daily to complete tasks, incidents, and other project work
• Work with hardware and software vendors to verify timely product delivery, ensuring that new equipment is installed and ready to operate on schedule
• Maintain important records efficiently and accurately, including service tickets, request history, asset records, and internal and external documentation
• Provide input to the continued growth of the team while helping to implement documentation, policies, and procedures. This includes thinking creatively on how to improve processes
• Review and maintain stock levels to an adequate degree, ensuring availability without over-expenditure
• Analyze and make recommendations regarding hardware and software standardization when possible

Qualifications
Minimum

• A technical certificate, diploma, or 2 years of directly related Tier 2 experience. 4+ years of experience alongside a BA or BSC degree or equivalent experience is an asset
• Excellent and extensive technical troubleshooting skills
• Phenomenal organizational, written, verbal, and interpersonal communication skills are a necessity
• Proficiency in English at a native or near-native level is required
• Able to perform multiple tasks simultaneously, including handling interruptions, and returning to and completing tasks in a timely manner
• Confidence in troubleshooting Tier 2 (and some Tier 3) issues in Windows, including application specific errors, and issues that arise in a complex SCCM/AD/Azure multi/hybrid-DC environment
• Detailed understanding and history supporting Windows 10/11, O365 CTR, and O365 Online
• Experience working in an organization oriented by process
• Some experience with print servers and Papercut
• Possesses positive, professional interpersonal skills
• Ability to easily adapt to, and learn, new technologies
• Some experience in a customer-facing role such as retail, hospitality, or other service-based role, even early in career

Desired

• Experience working in an ITIL V3 framework is a plus
• Advanced familiarity with tools such as Service Now, Azure Online, TeamViewer, SCCM, Active Directory (and Entra AD) is an asset
• Recent exposure working in a large (5000+) person organization
• Spanish speaking skills are an asset
• Working with, solving, and configuring WDS/SCCM imaging workflows
• Experience with PowerShell scripting and other methods of software automation
• Experience supporting multi-function Xerox printers, notably Alta Link models and print servers
• Papercut Administration and support
• Experience with a purchasing/requisitioning system
• Recent history supporting Apple in the Enterprise, applying JAMF and Intune
• Additionally preferred qualifications may include professional certifications from entities such as BCIT or HDI (Desktop Support Technician or Support Center Analyst), CompTIA or Microsoft (Microsoft Certified IT Professional or Microsoft Certified Systems Administrator)

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