Service Desk Technician - Level 1
ClaimSecure Inc.
Greater Sudbury, ON

Position Title: Service Desk Technician – Level 1

Reports to: Information Technology Manager

Department: Information Technology

Date: Jan 21, 2019

Job Location: Sudbury

Job Purpose:

Reporting to the Manager, Information Technology, the Level I Service Desk Technician’s role is to provide first level support of incoming requests to ensure proper computer operation so that end users can accomplish business tasks.

Job Dimensions:

DIRECT REPORTS: none

FINANCIAL: none

OTHER: none

Principal Responsibilities:

  • Receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents to Level 2 tier or management when considered appropriate to maintain business expectations
  • Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level
  • Deploy pre-packaged software using distribution tools and processes
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external resources as needed
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Install antivirus software and ensure virus definitions are up to date
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

Knowledge, skills and experience:

  • College diploma in information technology or university degree in computer science and/or 2 years equivalent work experience
  • CompTIA A+ required – otherwise complete during first 3 months
  • Knowledge of basic computer hardware, including desktops, laptops, printers, peripherals, projectors, video conferencing equipment, phone systems, basic networking equipment
  • Extensive application support experience with MS Office (Work, Excel, and Outlook).
  • Working knowledge of a range of diagnostic utilities
  • Experience with desktop and server operating systems, including Windows 7, 10, Server 2012, Server 2016
  • Good oral communication skills with a focus on rapport building, listening, and questioning skills
  • Strong documentation skills
  • Fluent English language skills. (French language skills considered an asset)
  • Highly self-motivated and directed
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment

Context and Environment:

Service Desk Technician – Level 1 - maintains, and supports applications and systems which are crucial to the core business operations of the company. These applications and related systems directly support our clients, service providers and individual members.

An employee in this role must be able to:

  • work both independently and in a team-oriented environment
  • Work for extended periods at a computer
  • Work occasional overtime hours to meet project deadlines
  • 37.5-hour onsite work week with on-call availability for 1 week every 8 weeks
  • Minimal travel required
  • Occasional inspection of cables in floors and ceilings
  • Lifting and transporting of moderately heavy objects, such as computers, UPS batteries and peripherals

Internal Communications:

Service Desk Technician – Level 1 - must liaise with all ClaimSecure employees to gather information to provide end user support.

External Communications:

Occasional contact with clients, suppliers, contractors and vendors to maintain and troubleshoot systems.

Additional Information:

Why work at ClaimSecure?

  • A compressed work week that results in 20+ long weekends a year
  • A comprehensive employee health benefit plan that includes travel insurance
  • An employee assistance program that provides access to phone and in-person support from social service professionals
  • Discounted corporate gym memberships
  • Employee birthdays off
  • A casual dress policy
  • Summer and winter employee appreciation events
  • Anniversary celebrations based on years of service
  • The option of five additional unpaid vacation days per year
  • Personal days – no explanation required!
  • Free parking
  • Opportunities for professional development and career growth through industry training
  • Work From Home
  • Flex Time
  • Treadmill Workstations
  • Support of local charities like the Sudbury food bank, Big Brothers Big Sisters of Toronto, and the local soup kitchen – to name a few
  • Green initiatives to reduce our carbon footprint

Job Type: Full-time

Location:

  • Greater Sudbury, ON (Preferred)