Service Desk Technician

Who We Are

For more than 130 years The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church each year we help more than 2 million people providing necessities such as food clothing and addition we support people experiencing unemployment addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission vision and values of hope service dignity and stewardship. As a faith- and values-based organization we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ meet human needs and be a transforming influence in the communities of our world.

Job Description:

The Salvation Army is looking for Service Desk Technician for a 12-month full-time contract.

The Service Desk Technician provides an excellent customer service experience to our employees while triaging troubleshooting and problem solving. This integral position enjoys building rapport with customers uncovering issues through keen attention to detail and presenting resolutions in a user-friendly manner.

Key Accountabilities:

• Provide support to incoming requests via telephone web portal email and chat to ensue courteous timely and effective issue resolution

• Use remote tools and diagnostic utilities to aid in troubleshooting

• Research solutions through internal and external knowledgebase

• Perform hands-on fixes at the desktop level when remote tools are not appropriate including hardware repairs delivery of peripherals or other fixes

• Record track and document the service desk incident-solving process including all decisions made and actions taken through to final resolution

• Assist in software releases rollouts and installations according to change management best practices

• Hardware setups and configurations according to departmental and/or manufacturer specifications

• Create modify and remove/disable accounts

• Escalate incidents with accurate documentation to suitable technician when required

• Identify common incidents and inform management to emerging trends in incidents

• Develop help sheets and FAQ lists for end users

• Contribute to technician knowledgebase and training as needed

• Provide suggestions for continual improvement

Key Skills and Experience:

• Certificate from a recognized college or technical school

• ITIL Foundations and A Certification

• Experience with Windows 10 and Mac OS

• Application support experience with Microsoft Productivity Suite

• Working knowledge of a range of diagnostic utilities

• Working knowledge of ServiceNow preferable

• Working knowledge of O365 administration Active Directory Azure AD

• Understanding of network principles TCP/IP VPN DNS DHCP

• Interest in working in an ITIL-driven environment and working knowledge of ITIL principals and processes

• Exceptional written and oral communication skills in English

• Exceptional interpersonal skills with a focus on rapport building listening and questioning skills

Compensation:

Placement in the salary range will be based on factors such as market conditions internal equity and candidate experience skills and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email if you have a need for any accommodation and we will be pleased to discuss this with you.