IT - Service Delivery & Bus. Relations - Service Delivery Desktop Specialist

POSITION :Service Delivery Desktop Specialist, Level 2

REPORTS TO: Manager, Service Delivery and Business   Relations

LOCATION:Montreal  

LANGUAGE:Bilingual – English/French                   

OVERALL ACCOUNTABILITY:  

RESPONSIBILITIES: 

• Create and track all service-related incidents into IVANTI Service Desk (ITSM tool) and ensuring all assigned tickets meet defined SLA’s
• Provide second level support for desktops/laptops, VDI, video conferencing system, VoIP telephony and all end user software
• 1st and 2nd level support provided to all SOCAN staff region wide via phone, email, remote control and walk-up
• Escalate software/hardware problems that cannot be resolved to the appropriate level of support group within IT
• Build test and image desktops and laptops
• Build packages for application for auto deployment and create virtual application install files with VMWare ThinApp technology
• Build test and maintain VMWare Horizon and all associated component of the VDI environment
• Prepare/update Service Delivery procedures/documentations by working with IT Trainer
• Maintain accurate inventory records of hardware, software and peripherals
• Participate in hardware/software testing and implementation
• Participate in IT Service Delivery projects to complete project tasks on time and on budget
• Project oriented role - expected to conduct research and implement new technologies
• Monitor technology trends and makes recommendations on incorporating new technology into the company's existing platforms
• Travel may be required to other branches
• Rotation of monthly patching is required.
• On call weekend work may be required.
• Some overtime may be required.
• Other duties as required 

SKILLS/Requirements:  

• Minimum 3 years of advance Service Desk Level 2/Desktop Analyst experience
• Post-secondary education in a computer networking technical support related program
• Expert knowledge of PC hardware
• Expert knowledge of Office365 (click2run application)
• Expert knowledge of PowerShell Scripting
• Thorough knowledge of Networking, Active Directory, DNS, DHCP, RDP etc.
• Expert knowledge of VoIP (CISCO 9951 programming/configuration)
• Thorough knowledge of CISCO WebEx Video Conferencing (TMS, VCS Expressway, Endpoint setups) Unified Communications / Jabber / WebEx Teams
• Expert knowledge of VMWare Horizon View/Virtual Desktop Infrastructure
• Knowledge of IVANTI Management Suite
• Expert knowledge of software virtualization (ThinApp – packaging and troubleshooting)
• Expert Knowledge in laptop\desktop imaging process (WDS, WINPE, VM)
• Strong skillset surrounding Windows 2010 system architecture
• Windows Deployment Autopilot
• Customer Service attitude and orientation
• Excellent teamwork and communication skills
• Good organizational, time management skills and ability to carry out concurrent tasks 
• Must have ITIL v3
• MCITP, A+, CCNA, VCAP certification an asset

ATTRIBUTES:  

• Service oriented
• Analytical skills
• Strong Communicator 
• Results oriented 
• Flexible and Efficient 
• Problem Solver

EDUCATION/EXPERIENCE:

• Position requires post-secondary education in computer Network or Technical Support  or an equivalent of related education and experience 
• ITIL Foundation is Required.  A+, Network +, MCP or MCITP certification an asset

INTERESTED IN APPLYING?

Qualified applicants are invited to visit SOCAN’s career site to submit their resume. Only qualified candidates will be contacted.

SELECTION:

Skills may be tested and selection will be based on factors, related experience and alignment of skills.

WORKWEEK:

Shift work required for Department hours

HOURS OF COVERAGE:

Department hours are 7:30am – 7:30pm 

DEADLINE:

Applications must be submitted by Dec 6th, 2019.