Desktop Support Technician

Role Overview

Reporting to the Team Lead, End User Computing, the Desktop Support Technician is responsible for delivering day-to-day Site Support services at Teck’s Vancouver office.

This role provides Tier 2 support for internal company hardware and software, along with occasional Tier 1 support. The technician will offer both face-to-face and remote technical support for computers, applications, and related technology while collaborating with various business partners at the head office and across Teck’s business divisions!

Key Responsibilities

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Deliver an outstanding client experience by representing Teck’s Digital Systems department in a professional, courteous, and service-oriented manner
• Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards
• Collaborate with vendor support teams to troubleshoot and resolve technical issues
• Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems
• Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications
• Conduct user training on hardware and software standard processes
• Recommend and implement system upgrades to maintain performance and longevity
• Coordinate hardware and software procurement by working with internal procurement teams
• Assess user requirements to establish appropriate technology solutions
• Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions
• Document incident and request history in the ticketing system
• Maintain IT security policies and standard processes within the local network
• Develop and update Knowledge Base articles to support internal documentation
• Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management
• Advance complex issues to appropriate IT teams while ensuring resolution
• Coordinate third-party technical support when necessary and follow up on outstanding issues.
• Collaborate with business partners to understand and address IT support needs

Qualifications

• 5+ years of recent experience as Tier 2 support within a corporate office environment
• Demonstrated interpersonal skills with a customer service orientation focused on quality and results
• Excellent verbal, written, and presentation skills
• Experience supporting Mac OS and Apple products in an enterprise environment including iOS-based mobile devices in an ActiveSync environment
• Familiarity with JAMF, NoMAD, Apple Enterprise Connector, and InTune on Mac is an asset
• Strong knowledge of Windows, Office and Microsoft 365 suite
• Experience supporting users on Exchange Online
• Outstanding troubleshooting and problem-solving skills
• Proficiency contributing to incident management and ticketing systems (ServiceNow preferred)
• Good understanding of computer hardware, software, networking, and remote support tools
• Solid understanding of client-server networking systems
• Experience providing VIP/executive-level support is a significant asset
• Experience with multi-function Xerox printers (AltaLink models preferred)
• Familiarity with Azure Online, SCCM, Active Directory, and Desktop Authority is an asset
• Experience with Microsoft Intune is a plus
• Background in customer service or hospitality is helpful