service technician

send your job application/resume that includes three (3) employment/character references to the Hiring Committee and include the Competition Number or the name of the position you are applying for:

• BY MAIL: P.O. Box 627, Sioux Lookout, ON P8T 1B1
• BY FAX: (807) 737-4550
• BY EMAIL: jobs@tikinagan.org
• DROP OFF YOUR APPLICATION AT ANY OF OUR OFFICES (ask the receptionist to fax your application to Human Resources)

The IT Service Technician Level 2’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

  Acquisition & Deployment

• Assist in software releases and roll-outs, as well as preparation of end-user devices and peripherals.

  Operational Management

• Act as an escalation point for more complex end-user base issues.
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately support personnel, or third-party provider.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Reinforce SLAs to manage end-user expectations.
• Other duties as assigned by the Manager

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2+ years equivalent work experience.
• Hold or working towards the following certifications: A+, Network+, MCITP.

  Knowledge & Experience

• Knowledge of basic computer hardware, including PC, Laptop, Printers & Peripherals, Mobile Devices (Apple, Android, Blackberry).
• Experience with desktop and server operating systems, including Windows Server 2003/08/12, Windows XP/7/10.
• Extensive application support experience with MS Office 2010/13/16.
• Working knowledge of a range of diagnostic utilities, both hardware and software
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Experience installing and testing network cabling.
• Strong documentation skills.

  Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Must have a valid Ontario driver’s license, provide a criminal record check prior to employment and be willing and able to travel

  Work Conditions

• Geographically dispersed office coverage with opportunity to travel
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Occasional inspection of cables located in floors & ceilings.
• Successful applicant must provide proof of both COVID-19 Vaccinations

About Tikinagan Child and Family Services

Revenue: $5 to $25 million (USD)
Size: 201 to 500 Employees
Type: Non-profit Organisation
Website: www.tikinagan.org