Service Desk Technician

Thales • Halifax, NS

1d • $60,000 - $80,000 • Onsite

About The Position

We have a current vacancy for a Service Desk Technician to join our Team in Halifax, NS. The main purpose of this position is to provide both Level 1 & 2 support, while providing project support for annual projects: Maintain responsibility for accurately managing, troubleshooting and performing computer related support processes, ensuring that IS/IT provided tools and systems run smoothly Support remote and office-based end users from Thales office locations, provide a high level of customer service at all times. Work with a team of technicians, share knowledge, and provide feedback Have the knowledge to support today’s IT standard environments and ensure the company's computing environment is stable and performing optimally. Maintain the Thales end-user working environments, that include Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals. Proficiently use of a ticketing system (specifically ServiceNow), to log all calls/walkups/IM’s or any other contact with end users that require their time and support. Provide a high level of customer service at all times. Be available to travel to other site locations when required.

Requirements

• Associate’s degree focused on relevant technologies with 1-3 years’ experience
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• Formal Windows classroom training and certifications in Microsoft technologies with a basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components
• PC hardware troubleshooting and repair skills required
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP, VPN, and remote access tools.
• Proficiency with Windows Win10/11 operating systems and Microsoft Office
• A minimum of 1-2 years’ experience using ServiceNow ticketing system.
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Ability to balance priorities and work alone or with team with minimal supervision.
• Good organization and project management skills with attention to details
• Good verbal and written communication skills with the ability to document solutions and train other staff
• Ability to travel to office and data center locations for on-site support, as needed.
• A minimum of 1-2 years of service desk operation experience in Windows technologies.
• The ability to perform general Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read, analyze, and interpret technical procedures, or governmental regulations furnished in written, oral, diagram, or schedule form
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Must be eligible or able to obtain authorization for access including eligibility to the Canadian Controlled Goods Program and able to obtain a Canadian NATO Secret clearance.

Nice To Haves

• Bachelor’s Degree focused on relevant technologies from and accredited university or four year college
• Experience working in an agile operations model.
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
• One Microsoft desktop certification such as MCSE, MCSA, MTA highly desired
• ITIL certification
• Certifications in Windows and Linux system management
• Experience working with ServiceNow

Responsibilities

• Operate as first and second level support to end-users running workstations and laptops.
• Be proactive in managing the customer computing experience.
• Execute plans, implement standard procedures and follow complicated instructions.
• Analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users.
• Coordinate with other IT teams and computer specialists to resolve technical problems.
• Consistently create, maintain, and follow detailed logging and reporting procedures via the ticketing system.
• Document work, execute and maintain security standards, and handle asset management software tools.
• Take incoming calls during standard business hours and be in rotation for the on-call, after-hours.
• Document all end-user interactions in ticketing system, providing detailed information and escalating when appropriate.
• Closely monitor queue for incoming tickets and route or escalate requests to appropriate functional teams as needed.
• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
• Contribute to maintaining the technician and end user knowledge base and participate in required training and improvement programs.
• Interact with external vendors hired by the IT department.
• Maintain a clean and organized IT workspace, following Lean processes implemented onsite.
• Work with Project Managers to provide project support.

Benefits

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program.
• Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period.
• Company paid holidays, vacation days, and paid sick leave.
• Voluntary Life, AD&D, Critical Illness, Long-Term Disability.
• Employee Discounts on home, auto, and gym membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree