Purpose and General Description
The NCC IT Department is recruiting for a Technical Support Coordinator to work in the Pacific time (PST) zone. This position will report to the Help Desk Supervisor and work with 2-3 other support coordinators across Canada. The Service Desk team is led by the Operations and Service Desk Manager. The Service Desk team supports 450-500 NCC users across Canada on business days from 8 A.M. EST to 8 P.M. EST. The Technical Support Coordinator is being hired to work 5 days a week (Monday - Friday) from noon to 8 P.M. EST (9 A.M. to 5 P.M. PST) This is a full-time permanent position that can be located anywhere in Canada.
Duties and Responsibilities
- Serve as the first point of IT contact for the organization’s internal customers
- Resolve customer issues to the best of their ability
- Escalate unresolved issues to upper levels of support
- Create and maintain user accounts in Active Directory and Azure Active Directory
- Provision software to endpoint devices
- Help to maintain the IT Asset Management database
- Support the organization’s mobile devices
- Maintain a knowledgebase of incidents and resolutions
Required Skills and Attributes
- University degree related to area of responsibility
- At least 2 years experience working with in a Service Desk Environment
- Recognized ITSM certification such as ITIL Foundation OR
- College diploma (Computer and Business Technologies).
- Sound technical knowledge relative to accountabilities.
- TCP/IP troubleshooting
- Windows troubleshooting
- Interpersonal skills to establish and maintain relations with others (NCC staff, peers within other organizations, consultants, contractors, agencies / organizations) and to resolve project-related complaints / disputes / issues.
- Communication skills (listening, writing, verbal) to provide clear direction to those involved in / working on the project; to ensure solid understanding of work requirements, work guidelines and to encourage and sustain consensus building to make decisions.
- Time Management / organization skills to identify priorities, re-arrange work if required to meet identified deadlines.
- Valid Ontario Drivers license and access to a reliable vehicle.
The following additional skills and abilities would be assets in these positions:
- NCC provide services in French and English and bilingual candidates are preferred, but not required.
- NCC is a heavy user of Microsoft 365 (email, SharePoint, OneDrive, Teams etc.) and 3 years of experience working in a 365 environment would be considered very advantageous. However, if the candidate has a strong networking background and good troubleshooting skills for remote employees, NCC will train the candidate on Microsoft 365.