Technical Support Agent

Desjardins • La Malbaie, QC

6d • Hybrid

About The Position

The incumbent is responsible for effectively managing the caisse's computer equipment, IT systems and technological equipment. He or she also provides technological support to users. More specifically, you will be required to:
Perform MIC platform administration activities (e.g. server shutdown and start-up, verifying automatic system operations, managing access groups, performing maintenance on the back-up unit and recovering files).
Perform basic network activities (e.g. reactivating passwords, configuring new users, performing regular maintenance procedures).
Manage the computer equipment, technological systems and equipment (e.g. desktops and laptops, printers, telephone systems, office phones, cell phones and alarm system). Produce and transmit reports concerning problems encountered and carry out follow-up activities. Compile various statistics and other data on the observance of service standards. Inform the Help Desk Services team of changes to be made to computer equipment, as needed.
Carry out activities related to systems and technological equipment (e.g. activation, configuration, maintenance and repair). Analyze equipment needs, propose solutions and acquisition and disposal procedures and carry out follow-up activities.
Act as IT and technology expert for users. Support them in optimizing their use of systems and equipment, solve and propose solutions to problems encountered, refer more complex issues and carry out follow-up activities. Develop and propose simple training activities for users of computer equipment and systems and technological equipment.
Participate in planning and implementing activities required in deploying and upgrading desktop systems.
Ensure the application of standards, procedures, advice and recommendations regarding computer security. Oversee all activities related to the flow of technical information necessary for the platform's smooth operation.
Manage and update various Web and platform applications, profiles, standardized groups and user IDs. Manage licences for the various applications (e.g. PALTrak network, Expert module) as well as the ensuing costs.

Requirements

• General college diploma in a related field
• A minimum of one year of relevant experience
• Knowledge of French is required
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of information security policies, legislation, standards and ethics as they relate to caisse operations, the business centre and the Federation
• Knowledge of procedures and methods related to the caisse's computer equipment
• Knowledge of service standards
• Action oriented
• Customer Focus
• Decision quality
• Differences
• Nimble learning
• Situational adaptability

Nice To Haves

• Other combinations of qualifications and relevant experience may be considered

Responsibilities

• Perform MIC platform administration activities (e.g. server shutdown and start-up, verifying automatic system operations, managing access groups, performing maintenance on the back-up unit and recovering files).
• Perform basic network activities (e.g. reactivating passwords, configuring new users, performing regular maintenance procedures).
• Manage the computer equipment, technological systems and equipment (e.g. desktops and laptops, printers, telephone systems, office phones, cell phones and alarm system).
• Produce and transmit reports concerning problems encountered and carry out follow-up activities.
• Compile various statistics and other data on the observance of service standards.
• Inform the Help Desk Services team of changes to be made to computer equipment, as needed.
• Carry out activities related to systems and technological equipment (e.g. activation, configuration, maintenance and repair).
• Analyze equipment needs, propose solutions and acquisition and disposal procedures and carry out follow-up activities.
• Act as IT and technology expert for users.
• Support users in optimizing their use of systems and equipment, solve and propose solutions to problems encountered, refer more complex issues and carry out follow-up activities.
• Develop and propose simple training activities for users of computer equipment and systems and technological equipment.
• Participate in planning and implementing activities required in deploying and upgrading desktop systems.
• Ensure the application of standards, procedures, advice and recommendations regarding computer security.
• Oversee all activities related to the flow of technical information necessary for the platform's smooth operation.
• Manage and update various Web and platform applications, profiles, standardized groups and user IDs.
• Manage licences for the various applications (e.g. PALTrak network, Expert module) as well as the ensuing costs.

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What This Job Offers

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