Intermediate Technology Specialist, Service Desk

Position Title: Intermediate Technology Specialist, Service Desk
Reports To: Manager, IT End User Services
Department: IT Infrastructure
Term: Temporary Full-Time, Twelve (12) Month Contract

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of four (4) assigned, consecutive days for a specified week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is looking for an Intermediate Technology Specialist, Service Desk to join their End User Services team! We're looking for a motivated individual who wants to contribute their skills to our team, who is passionate about customer service excellence while focused on technical support, remains diligent to the process, and above all - does the right thing.
In this role, the successful candidate will be responsible for delivery of 1st level IT end-user support of incidents, requests and problems supporting Equitable's production, pre-production, and disaster recovery environments.

What you will be doing:

• Deployment and recovery of computers and other peripherals
• Handle onboarding and offboarding requests for our end user base while maintaining inventory and financial tracking of equipment
• Provide 1st level Incident and Request management support to IT end-users, with a particular emphasis and focus on first call and level resolution
• Accountable and responsible for the monitoring and alerting to key service impacting situations; includes appropriate IT and business escalation management
• Accountable to Service and Operational Level agreements between the business and IT
• Continuous improvement, automation and innovation in the management and delivery of Service Desk process and operations, inclusive of building and documenting improvements
• Make decisions independently using logical assumptions and information
• Develop highly effective relationships with customers, peers, and operational staff characterized by mutual trust and respect
• Perform other duties as required

What you will bring:

• Degree or diploma in a Computer Sciences program and/or related industry experience
• Experience with Office 365
• Experience working with ticketing systems, such as ServiceNow, an asset
• Knowledge of ITIL IT service management processes, an ideally specific experience working within Incident, Problem, Change, SLM, and Service Desk competencies
• Experience with call logging and metrics gathering processes and technologies
• Working knowledge of industry standard helpdesk call tracking systems such as Remedy, Heat, Peregrine, Altiris, or other ITIL-certified application
• Platform (Desktop/Wintel)
• Working knowledge of Windows desktop platforms including Windows 10
• Working knowledge of desktop and/or laptop hardware technologies
• Working knowledge of Microsoft networking technologies

What's in it for you:

• A healthy work-life balance with employee wellness top of mind
• We value open, honest communication between team members, challenging each other to continually improve
• Employee resource groups that support an inclusive work environment
• A company subsidized cafeteria with a variety of daily options
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)
• Undergo a criminal background check

To learn more about Equitable, we encourage you to explore our organization.
At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
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