Service Desk Technician
Royal Canadian Mint
Ottawa, ON, CA
6d ago

SUMMARY OF DUTIES : The Service Desk Technician is the first point of contact for the IT department and acts as the focal point for issues and service requests.

This includes receiving, prioritizing, documenting and actively resolving end user requests received via phone, email, or through the incident management system.

Incidents and requests will be addressed using remote tools. The Service Desk Technician will document and escalate incidents when considered appropriate and necessary.


Education and Experience :

College diploma or equivalent experience, with formal training in the Information Technology field. Candidates must have five (5) years experience supporting clients in a Microsoft Windows and Microsoft Office environment.

Candidates must have one (1) year experience supporting mobile devices (iOS, Blackberry), printers, label printers, scanners, and other computer and peripheral hardware.

Candidates must have excellent customer service and communication skills. Networking and data communication experience is an asset.

Strong troubleshooting skills. ITIL, MCP, A+, certification is an asset. Vendor certifications are an asset. Bilingualism (French and English) is required.

Abilities and S kills :

  • Thoroughly document all pertinent information relevant to the nature of problems or issues coming into the service desk;
  • Record, track and document the problem-solving process, including all successful and unsuccessful decisions and actions taken;
  • Prioritize and schedule issues, and escalate when required to appropriate experienced technician or support group;Primarily use remote processes to support the installation, configuration and troubleshooting of RCM user's hardware, software and peripherals;
  • Install, configure, test, maintain, monitor and troubleshoot hand-held wireless devices;Perform common tasks in identity management (permissions, security groups, adds, moves and changes in AD);
  • Skilled in written and verbal communications in both official languages;Must demonstrate strong initiative, judgement and reliability;
  • Ability to work independently and to work with others as a team;Possess high level of integrity;Excellent attention to detail;
  • Strong willingness to learn.


    Working knowledge of Windows operating systems, including Windows 7 and Windows 10; Supports a variety of user hardware, including a variety of PC models, laptops, printers, scanners, Blackberry's and iOS devices.

  • Knowledge regarding security procedures, virus scanning, password compliancy and remote dial-in procedures; Able to research and troubleshoot computing problems using manuals and the Internet;
  • Provide training and demonstrations of Microsoft Office core products, Exchange, and basic Windows 7 / 10 desktop functions to end users;
  • Help desk knowledge base to document problems resolution, known bugs and workarounds.

    If you meeting the qualifications, and if the above describes yours abilities and interests, please forward your resume in confidence to hrwpg

    We thank all candidates who apply, however, only those selected for further consideration will be contacted. If selected for an interview or testing, please advise Human Resources if you require accommodation.

    The Royal Canadian Mint promotes equity in employment : As an equal opportunity employer, we welcome applications from women, Indigenous peoples, persons with disabilities and members of visible minorities.

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