Desktop Support Technician (part-time contract)

Description:As Canada’s largest diversified mining company, Teck is committed to providing the world with essential resources safely and sustainably. We have a rich history of consistently driving innovation, harnessing cutting-edge technology, and cultivating a dynamic environment that empowers our employees to shape the future. Reporting to the Supervisor, End User Computing, our Desktop Support (Site Support) is a Tier 2 end-user support position. Our ideal candidate is a jack-of-all trades, with a customer service orientation and focus on technology. Retail sales, or service industry, is a great foundation to build the kind of client-first approach we need. However, deep technical proficiency is definitely required. Your customers will range from operators to engineers to scientists; the ideal candidate would have experience providing support in an enterprise environment. There will also be remote support of the Vancouver and Calgary head office to fill any free cycles that may come up. This role is based at our Richmond office which oversees the development of our proprietary hydrometallurgical technology. It primarily consists of in-person support and will remain, in-person and in-office 80-100% of the week. This is a part-time contract, consisting of 3 days a week.

Leadership Competencies:

• Be an outstanding teammate. The Tier 2 team is between 8 and 12 people strong (across the country), and teamwork is critical in our success.
• Customer Service. Site Support is a service-first team, and exemplary customer service, especially when under pressure, is a key asset of all successful members.
• Be ready to grow. One common theme among successful current and past team members is a desire to learn and grow. This is not a role to stagnate in!
• Be adaptive. Teck is a massive enterprise with many different moving parts, procedures, systems, and technologies that can take over a year to feel comfortable among; an ideal candidate will be calm under these circumstances, and able to adapt to a wide variety of situations.
• Resourcefulness. Finding answers can be difficult, as with thousands of applications used throughout the enterprise, knowing the right places to look and people to ask is often as meaningful as technical skill.
• Well presented. This role may put you in front of executives and people of importance, being well-dressed and presentable is key, one should have a good handle on how to present and hold themselves in a variety of situations.
• Self-starter. While we are a tight-knit team, being able to buckle down and working proactively with no prompting is important, as there is plenty to do.
• Proactive and forward thinking. Ability to think creatively, of other elements that need addressing, and handling mundane tasks that are less exciting is important.

Responsibilities:

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Complete new hire onboarding which includes provisioning IT assets, access and permissions
• Refreshing and replacing machines
• Receive, handle and perform upkeep of tickets and requests from ServiceNow, providing positive incident resolution that meets the needs of customers
• Updating internal team documentation and externally facing knowledge base articles as needed
• Liaise with multiple teams, tiers, groups, and areas of the business every day to complete tasks, incidents, and other project work
• Working with hardware and software vendors to verify timely product delivery, and ensuring that new equipment is installed and ready to operate on schedule
• Maintain important records efficiently and accurately, including service tickets, request history, asset records, and internal and external documentation
• Contribute to the continued growth of the team; helping to implement documentation, policies, and procedures. This includes thinking creatively on how to improve processes
• Review and maintain stock levels to an adequate degree, ensuring availability without over-expenditure
• Analyzing and making recommendations regarding hardware and software standardization when possible

Qualifications:

• A bachelors degree in Arts, Computer Science or Engineering, diploma or technical certificate or equivalent professional experience
• At least 2-4 years experience providing Tier 2 support
• Excellent and extensive technical resolution skills
• Confidence in resolving Tier 2 (and some Tier 3) issues in Windows, including application specific errors, and issues that arise in a sophisticated SCCM/AD/Azure multi/hybrid-DC environment
• Thorough understanding and history supporting Windows 10, Office 2016/9 MSI, O365 CTR, and O365 Online (aka MS365)
• Advanced familiarity with tools such as: ServiceNow, Azure Online, TeamViewer, SCCM, Act