Information Technology Service Desk

Functions as PRPA’s first line of internal support as the service desk lead.

POSITION ACCOUNTABILITIES

1. Ensures that PRPA’s service desk is operated in an efficient and organized fashion, meeting internally agreed upon service level agreements (SLA’s).
2. Supports the IT Infrastructure Administrator in monitoring and coverage for network, system, and cloud backups.
3. Escalates Incident and Service Requests to the relevant internal support group when appropriate.
4. Maintains the Configuration Management and Application Database with respect to end user facing documentation.
5. Lead for all office technology deployments, from planning and scoping, supporting the Manager, IT in defining the requirements, and liaising with the IT & Digital Business Function(s) on capacity and growth issues.
6. Manages the administration of all mobile devices, both PRPA owned and BYOD.
7. Manages end user desktop telephones inventory and deployment, configuration and training.

WORKING CONDITIONS

1. Works predominantly in an office environment.
2. Regular, full-time position (37.5 hours per week). Regular working hours are Mondays to Fridays, 8:00 AM to 4:30 PM with 1 hour lunch break (unpaid).
3. Able to physically lift up to 50 lbs.
4. Willing to leave the office and go out into the field occasionally in support of better understanding incidents.
5. On call after office hours and on a weekly rotating or periodic basis.

JOB SPECIFICATIONS

Formal Education

1. College Diploma in IT/ICT
2. Completion of some Professional Technical Certifications (i.e. Modern Desktop Administrator Associate, VMware VCA, CompTIA A+, etc.).
3. ITIL Foundation Certification (ISO/IEC 20000-1 Service Management would be considered)
4. ITIL Intermediate Certification considered an asset.

Related Experience

1. 3 to 5 years’ recent experience in providing support to a small IT infrastructure (less than 250 users/computers). Good understanding of ITIL v4.

Other Requirements

1. Exemplary customer service and organizational skills.
2. Above average attention to details, and a desire to record and track key metrics.
3. Strong experience utilizing operating system deployment tools like MDT or AutoPilot.
4. Strong understanding of the difference between an incident and a service request.
5. Good understanding of root cause analysis.
6. Demonstrated experience in writing technical documentation for both non-technical and technical users.
7. Able to understand, comply with and promote all Company policies, procedures and processes.
8. Able to meet deadlines and work in a high paced environment with little supervision.
9. Able to manage all sensitive data in a confidential and professional manner.
10. Willing to provide support to others within the department and to assist with interdepartmental tasks.
11. Actions, dialogue and ideas impact PRPA’s culture in a positive manner.
12. Open-minded regarding improvements and suggestions.
13. Skilled at problem solving and risk/incident management.
14. Able to obtain security clearance under Transport Canada’s Security Clearance Program.
15. Possesses minimum valid Class 5 Driver’s Licence.

The starting base salary range for this role is $74,092 - $92,615.