Desktop Support Technician

Payments Canada•Toronto, ON

3d•CA$63,000 - CA$105,000•Hybrid

About The Position

Payments Canada is seeking a Desktop Support Technician to provide technical and advisory services to Corporate Service Desk clients. This role involves performing and assisting in technical support, operational readiness, process design and improvement, technical enhancement and maintenance, and managing requests, incidents, problems, assets, and knowledge. The technician will also handle customer service and support, acting as both first and second level support for technical issues via phone (remotely) or onsite (in-person).

Requirements

Post-secondary degree or diploma in computer science or other field related to information systems and technology, or equivalent work experience with formal post-secondary education.
Typically requires three (3) years of relevant experience in an operations support environment and/or service desk environment.
Minimum of three (3) days per week to be spent working in the office.
Participation in on-call support rotation along with periodic overtime will be required.
Government of Canada Reliability or eligibility to obtain is a minimum requirement.

Nice To Haves

Experience in Asset Management is considered an asset.
Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset.
Bilingualism (English and French) is considered an asset.
Recent graduates with a strong combination of internship experience and a proven track of academic excellence are highly encouraged to apply.

Responsibilities

Perform technical triage and remediation activities with a high level of customer service.
Act as a first point of contact and customer relationship liaison for Payments Canada employees.
Ensure incidents are handled in a timely manner and appropriate escalation processes are followed.
Assist in the performance of ITIL functions for the Desktop Support team, including request, asset, knowledge management, escalation processes, execution of processes, quality assurance, implementation of changes and improvements, audits, monitoring activities, performance trends and analysis, and providing related advice and technical support.
Assist in project teams by assigning priorities, tasks, and activities, monitoring and reporting on progress, and providing technical expertise and solutions.
Assist in project management functions by providing effort estimates and assisting in the development of project schedules, plans, and recommendations.
Provide technical guidance to the service desk team.
Provide technical training to Payments Canada employees.

Benefits

Flexible, hybrid (remote/office) environment.
Competitive compensation package, including annual variable bonus and defined contribution pension plan with employer matching percentage (if eligible).
Comprehensive health and dental benefit coverage, including mental health coverage, life insurance and a health spending account for you and your dependents (Permanent and temporary employees with contracts 12 months and over).
Paid time off: minimum four weeks paid vacation, sick and personal days, December holiday shutdown and cultural holiday observance days.
26 weeks of paid maternity and parental leave top-up (if eligible).
Rewards and recognition program.
Access to office gym facilities.
Internal and external professional development opportunities.
Fun team and organizational events.
Monthly all staff forums led by our Executive Leadership Team.