Senior Service Desk Technician

The Salvation Army is an international Christian church. Its message is based on the Bible; its ministry is motivated by love for God and the needs of humanity.

Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Core Values The Salvation Army Canada and Bermuda has four core values:
Hope: We give hope through the power of the gospel of Jesus Christ.
Service: We reach out to support others without discrimination.
Dignity: We respect and value each other, recognizing everyone’s worth.
Stewardship: We responsibly manage the resources entrusted to us.

The Senior Service Desk Technician’s role is to drive end user productivity by efficiently resolving technical issues, procuring software and hardware requests, and proactively researching solutions and industry best practices.

This role assists Level 1 technicians with advanced technical matters and handles all desktop management activities including configuration, deployment, reporting, and procurement.

KEY ACCOUNTABILITIES:

Strategy and Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
• Alert management to emerging trends in incidents

Acquisition and Deployment:

• Assist in software releases and rollouts according to change management best practices
• Deploy pre-packaged solutions using device management tools, i.e., Microsoft InTune
• Identify departmental requirements and create and deploy OS images based on findings

Operational Management:

• During high Service Desk volumes, assist with incoming incidents and requests via telephone, web portal, email, and chat to ensue courteous, timely and effective resolution of the user’s issues
• Act as an escalation point for Level 1 technicians and assist with advanced or difficult help requests
• Manage end user expectations with frequent follow ups and updates
• Escalate problems with accurate and pertinent ticket documentation to appropriate technicians, groups, or vendor, when required
• Adhere to TSA IT Incident Management Guidelines as required for impactful outages
• Use remote diagnostic tools and all knowledge resources to determine root cause and aid in troubleshooting
• Research solutions through internal and external knowledgebase to assist with Ministry Unit conformity
• Assist in testing of new feature rollouts for Ministry Units as required
• Document internal and public knowledge articles and train the audience as required
• On occasion, produce communications for major incidents and global changes to the entire organization.
• Process software and hardware orders and work with vendors and suppliers to obtain quotes
• Assist with inventory management by tracking loaner device assignments, return of devices and configuring / repairing devices to put them back in circulation
• Attend stakeholder meetings where SD representation is required
• Regularly provide recommendations for continual improvement based on team and user observations
• Set up and configure hardware according to departmental and/or manufacturer prepared specification sheets
• Complete assigned courses on time
• Assist with any ad-hoc requests by the Service Desk Leads

EDUCATION AND EXPERIENCE QUALIFICATIONS:

• University Degree or College Diploma in Computer Science, Information Technology, or a similar IT discipline
• ITIL Foundations 4 certificate

Experience and Skilled Knowledge Requirements

• 5+ years of experience with desktop support and demonstrated knowledge of hardware troubleshooting including phones, tablets, printers, multifunctional devices, and computers
• 2+ years application support experience with Microsoft Productivity Suite
• Experience with ServiceNow or similar ITSM tool
• Support experience of Windows OS and MAC OS an iOS
• Knowledge of telephony and telecom technologies and platforms, Cisco CUCM experience preferred
• Experience in request fulfillment, IT procurement, and order tracking
• Demonstrated working knowledge of networking technologies including TCP/IP, DNS, DHCP protocols
• Network hardware experience an asset, including switches, routers, and firewalls
• Good knowledge of the Windows Command Line and batch files.
• Basic knowledge of Powershell and interest or demonstrated experience in scripting
• Exceptional written and oral communication skills in English
• Exceptional interpersonal skills with a focus on rapport building, listening, and questioning

Competencies and Attributes

• Keen attention to detail
• Must possess empathy for people and be able to tactfully deal and communicate with users
• Must be conscientious and reliable with a strong commitment to customer satisfaction and problem resolution
• Ability to present ideas in user-friendly, business friendly and technical language
• Ability to work in a fast-paced team-oriented environment; highly responsive
• Highly self-motivated and directed
• Take ownership, be proactive, ask the right questions
• Strong organizational and planning skills
• Strong documentation skills
• Strong overall communication skills
• Actively work on personal development
• Solid understanding of TSA Canada culture or that of other non-profit organization- Preferred
• Bilingual (English/French) – Preferred

The Salvation Army offers accommodation for applicants with disabilities in its recruitment process. If you are contacted to participate in an interview or screening process, please advise us if you require accommodation.

The Salvation Army requires all employees to be fully vaccinated against COVID-19 and provide proof of full vaccination. The Salvation Army will provide reasonable accommodation if the successful candidate cannot be vaccinated due to a medical exemption.

We thank all applicants, however, only those candidates to be interviewed will be contacted. Internal Applicants, please advise your managing supervisor of your intentions prior to submitting your application.