Service Desk Technician

Service Desk Technician

Halifax NS (On-Site) Full-time

Position Summary

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 todays IT standard environments and ensure the companys 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/IMs 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.

Essential Functions

This Service Desk Technician will operate as first and second level support to end-users running workstations and laptops. This role is expected to be proactive in managing the customer computing experience. The technician will be expected to execute plans implement standard procedures and follow complicated instructions. They must be able to analyze root cause problems and execute corrective action for consistently reliable computing experiences for our users. They will coordinate with other IT teams and computer specialists to resolve technical problems. They must also consistently create maintain and follow detailed logging and reporting procedures via the ticketing system. This includes documenting their work executing and maintaining security standards and handling asset management software tools.

Duties include but are not limited to:

• Taking 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.

Minimum Requirements

• Associates 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

Preferred Qualifications

• Bachelors 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

Physical Demands

While performing the duties of this job the employee is regularly required to sit; use hands and fingers handle or feel talk and hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 50 pounds.

Special Position Requirements

• Schedule: Core Business Hours Monday-Friday and regular on-call after-hours support rotation
• Physical Environment: Primary environments include office space server rooms and electronic labs.
• Travel: Anticipated travel as much as 20% annually. Predominantly local travel to nearby sites with the occasional opportunity to travel both domestically and internationally for training and support operations.
• Customer Location Based or Site Visits: Site Visits
• Personal or Company/Pool Vehicle Usage: Personal vehicle may be required to travel between local sites and facilities on an infrequent basis

The reference Total Target Compensation (TTC) market range for this position inclusive of annual base salary and the variable compensation target is between Total Target Cash (TTC) 60000..00 CAD Annual.

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including but not limited to the employees career path history competencies skills and performance as well as the companys annual salary budget the customers program requirements and the companys internal equity. Thales may offer additional benefits and other compensation depending on circumstances not related to an applicants status protected by local state or federal law.

We use artificial intelligenceenabled tools as part of our recruitment process to support activities such as candidate discovery résumé matching and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions including candidate evaluation selection and disposition are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.

Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents including the following:

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.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.