jobs.teck.com
Desktop Support Technician
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- 5+ years of recent experience as Tier 2 support within a corporate office environment
- Demonstrated interpersonal skills with a customer service orientation focused on quality and results
- Excellent verbal, written, and presentation skills
- Experience supporting Mac OS and Apple products in an enterprise environment including iOS-based mobile devices in an ActiveSync environment
- Familiarity with JAMF, NoMAD, Apple Enterprise Connector, and InTune on Mac is an asset
- Strong knowledge of Windows, Office and Microsoft 365 suite
- Experience supporting users on Exchange Online
- Outstanding troubleshooting and problem-solving skills
- Proficiency contributing to incident management and ticketing systems (ServiceNow preferred)
- Good understanding of computer hardware, software, networking, and remote support tools
- Solid understanding of client-server networking systems
- Experience providing VIP/executive-level support is a significant asset
- Experience with multi-function Xerox printers (AltaLink models preferred)
- Familiarity with Azure Online, SCCM, Active Directory, and Desktop Authority is an asset
- Experience with Microsoft Intune is a plus
- Background in customer service or hospitality is helpful
Full description
Role Overview
Reporting to the Team Lead, End User Computing, the Desktop Support Technician is responsible for delivering day-to-day Site Support services at Teck’s Vancouver office.
This role provides Tier 2 support for internal company hardware and software, along with occasional Tier 1 support. The technician will offer both face-to-face and remote technical support for computers, applications, and related technology while collaborating with various business partners at the head office and across Teck’s business divisions!
Key Responsibilities
- Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
- Deliver an outstanding client experience by representing Teck’s Digital Systems department in a professional, courteous, and service-oriented manner
- Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards
- Collaborate with vendor support teams to troubleshoot and resolve technical issues
- Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems
- Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications
- Conduct user training on hardware and software standard processes
- Recommend and implement system upgrades to maintain performance and longevity
- Coordinate hardware and software procurement by working with internal procurement teams
- Assess user requirements to establish appropriate technology solutions
- Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions
- Document incident and request history in the ticketing system
- Maintain IT security policies and standard processes within the local network
- Develop and update Knowledge Base articles to support internal documentation
- Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management
- Advance complex issues to appropriate IT teams while ensuring resolution
- Coordinate third-party technical support when necessary and follow up on outstanding issues.
- Collaborate with business partners to understand and address IT support needs