IT Service Desk Technician - Jobs in Boisbriand

Job Description

Who We AreDyno Nobel is a global leader in the commercial explosives industry. We provide innovative blasting solutions and quality explosives products throughout North America, Australia and selected customers in the Asia Pacific.Join us in everything that #39;s great about Dyno Nobel: OUR culture, OUR values, OUR commitment to safety and most importantly our PEOPLE. This combination makes Dyno Nobel a terrific place to work.Dyno Nobel is a subsidiary of Australian based Incitec Pivot Limited. IPL #39;s 4500 employees also manufacture and market industrial chemicals and fertilizer productsamp; services to customers around the world.What You #39;ll DoAs the IT Service Desk Technician, you will provide effective first- and second-level remote IT support across a complex and continuously evolving landscape that includes nearly 4,000 technology users, 200 sites, 6,500 devices, and 700 applications. You will be responsible for providing resources and expertise in the support and maintenance of IS/IT systems, specifically in the areas of support of User #39;s Standard Operating Environment (SOE), end user support, ITSM, and general IT Solutions. You will be based out of our office in Boisbriand QC. Other duties will include:

• Subscribe to and promote IT policies, healthamp; safety standards, and IPL Group Values
• Provide end-to-end expert guidance on how to manage end device and app delivery services across IT landscape
• Support cyber security strategy and initiatives through ongoing security operations and cyber security projects
• Initiate and execute on IT activities related to end device and app delivery services
• Use ITIL Service Request, Incident, Risk, Problem, and Change Management principles to complete and reduce Tickets in the ITSM tool
• Use system management tools to provide monitoring and management of key business systems
• Provide first and second level IT support and troubleshooting of end-user technology solutions within assigned geographic region, and as required, across the global business
• Learn and support automation and self-service solutions including Intelligent Process Automation
• Manage employee technology needs and issues by interfacing through Service Desk phone, email, and walk-up while doing so in accordance to the governing SLA #39;s. Ensure all Incidentsamp; Service Requests are recorded in the ITSM tool and done in a courteous manner
• Prioritize incidents and service requests, and ensure the timely escalation to 3rd level support groups to enable resolutions within SLA
• Review and update technicalamp; procedure documentation as required
• Demonstrate excellent interpersonal skills and effective communications with supervisors, managers, and field staff in order to exchange information and provide superior customer service
• Effectively participate in Incident, Problem, Change, and Cyber Security Management processes, ensuring that business operations risk and impacts are minimized, and any actions taken within these processes are properly documented and tracked through to final resolution
• Engage in Problem Management by tracking and analyzing commonly encountered problems and providing proactive communications on remediation steps to the broader IPL user community
• Troubleshooting to the best ability any general computer issues such as LAN, WAN, printer, security, internet, operating system, productivity software, and other IT issues in order to resolve technical incidents, administration, and service requests in an efficient and effective manner

What We #39;re Looking For:

• Minimum 1 year experience supporting end-users and PCs, Windows network environments, telecommunications, cabling, network/telephony patching, and IT room management; ITIL knowledge is a plus
• Associates Degree in related field or equivalent experience is a plus
• Experience in working with and troubleshooting Windows Operating Systemsamp; MS Office suite
• Working knowledge of MS Active Directory
• End-user computing hardware including deploymentamp; configuration of new devices
• IP Telephony solutions (e.g. Cisco Call Manager)
• Experience working with technology vendors
• Positive attitude, friendly demeanor, and a team player

What We Offer:

• Paid vacation time + paid holidays
• Health Care + Life insurance + AD amp;D
• RRSP + RPP (after 1 year of continuous employment)
• Employee Assistance Program
• Friendly and supportive coworkers
• Generous tuition reimbursement program

Zero Harm for Everyone EverywhereValue People - Respect, Recognizeamp; RewardThink Customer. Everyone. Every dayTreat the Business as our OwnCare for the Communityamp; our EnvironmentChallengeamp; Improve the Status QuoDeliver on our PromisesWomen and veterans are strongly encouraged to apply. Dyno Nobel is an equal employment opportunity employer and will give all qualified applicants consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, disability status, protected veteran status, genetic information or any other characteristic protected by law.