Position: IT Technician

Cequest Group of companies is proud to provide this career opportunity, offering continuous learning, opportunity for growth in every department and, a competitive compensation package. Our companies include a range of businesses focused on best practices and quality products dedicated to serving the mining and industrial sector. Based in Sudbury, Cequest’s owner group includes members who have worked in Canada’s mining and industrial sector since the 1970s. We are experts, innovators and solutions to generators who know what clients need to take their operations to the next level.

PURPOSE AND SCOPE OF THE POSITION

The Service Desk Technician will play a key role in providing prompt and courteous first and some second level support for employees who might be experiencing computer technology-related problems. This includes but’s not limited to providing initial triage, troubleshooting, and support for all reported incidents/ events. The Service Desk Technician will follow established process for monitoring, escalation, tracking and follow-up on any reported problems. Collaborate with our external IT company on more complex support issues and projects. Provide training, documentation, repair advice and support to users in the areas of installation, configuration and end-user problem solving. The Service Desk Technician will participate in user training to avoid recurring computer technology related problems.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Acts as a single point of contact for phone calls and emails from staff regarding technology related issues and queries.
• Assist with IT needs of new employees.
• Records all incident, service, and change requests in ticket system (– to be implemented).
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
• Maintains a high degree of customer service for all support queries and adhere to all service management principles.
• Monitors all ‘High’ and ‘Major’ priority ServiceDesk issues to ensure prompt resolution.
• Document system monitoring/reporting on hardware, software, phone system and network resources to ensure a high level of availability, performance, security and integrity.
• Carries out hardware and software relocations and re-configuration as directed.
• Assists in the administration of the Local Area Network including data management and printing facilities, eg: printer, print queue, Active Directory and Office 365.
• Provides resolution of basic security related issues such as malware detection, password reset.
• Provides end-user technical support for PCs, peripherals, telecom devices, and audio visual equipment.
• Participates in disaster recovery activities and special projects as required.
• Maintains and protects confidentiality with regard to all aspects of employee and business information.

QUALIFICATIONS, SKILLS, AND KNOWLEDGE

• Diploma or post-secondary education in Computer Science or similar qualifications.
• 1-3 years of IT Service Desk customer service experience
• 1-3 years of related experience in Microsoft Active Directory and security group policy, Windows Server 2016/2019, Windows 10 & 11 desktop operating systems.
• 1-3 years of experience in configuration support for smart mobile phones such as Android and iPhone.
• Understanding of networking concepts such as TCP/IP, DNS, IPV6, Routing, Firewalls, Network Security.
• Experience with MS Office 365 email and suite of programs, SharePoint, AutoCAD, Accounting systems.
• VMware Virtualization, Backup Tools, Storage.
• Strong customer service skills and telephone support experience.
• Detail oriented and strong commitment to data/process accuracy and integrity.
• Demonstrated experience in extracting information, identifying and troubleshooting problems.
• Experience with any helpdesk tracking database software an asset.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting in a stationary period
• Prolonged periods of typing on a keyboard and reading a computer screen
• Ability to work in an office environment
• Ability to work during business operating hours (8am to 4:40pm, Monday to Friday)

The description is for the purpose of information only, and reflects the general duties considered to describe the principal functions of the job and shall not be construed as a detailed job description of all work requirements that may be inherent in the job. It is understood that the terms or conditions of the job are subject to change as may be deemed necessary by the Company to maintain a safe and efficient operation.

Cequest Group is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, creed, family status (including pregnancy), national origin, ancestry, age, sex, sexual orientation, gender identity, gender expression, disability, veteran status, genetic information, or any other basis protected by law. Applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Job Types: Full-time, Permanent

Salary: $38.00-$45.00 per hour

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• RRSP match

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Overtime pay

Ability to commute/relocate:

• Greater Sudbury, ON: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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