Technical Support Specialist - Jobs in Saskatoon, SK

Job Description

Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruiting for a full-time permanent Technical Support Specialist in the IT Service Delivery Department located in our Saskatoon office.JOB FUNCTIONIf you are strong in process management and operational execution, have a passion for providing an amazing customer experience, an exceptional communicator, and a natural problem solver, then we’re looking for you! Working as part of the IT Service Delivery team and reporting directly to the Manager, IT Service Delivery, the Technical Support Specialist is responsible for providing technical and operational support to all business areas of Saskatchewan Blue Cross. Our Service Desk is the first point of contact for all our employees, and your role will be to ensure proper handling of the issue. To be successful in this position, you’ll need to be committed to quality standards, and ensure adherence to, and provide input on, appropriate policies, procedures, and standards in your day-to-day work.WHY CHOOSE SASKATCHEWAN BLUE CROSSWe’re driven by a mission to empower communities on their journey to whole health and wellness, and have a lot of exciting things ahead of us. We’re improving our members’ experiences through investment in our people, technology, services and products. When you join our team, you’re joining an organization where employees are valued, recognized for their contributions, and empowered to make us stronger. The wellbeing of our employees, our members, our partners, and our communities is at the heart of our operations.Our industry is evolving fast, and so are we! We’re looking for people who:

• Share our values
• Believe that creating great experiences is totally within their control
• Collaborate and always set others up for success
• Build positive relationships and an understanding of what people’s needs are
• See solutions and possibilities (not problems!)
• Are simply outstanding at what they do

DUTIES & RESPONSIBILITES

• Responsible for the daily operation of the organization’s devices and services including, but not limited to, desktop and mobility
• Offer Tier 2 & 3 Technical Support, provide troubleshooting, analysis, and resolution of technical issues and deficiencies
• Assist with training, coaching, and mentoring Technical Support Analysts and other junior staff
• Serve as an escalation point to provide timely and appropriate assistance to end user staff
• Responsible for operating the organization’s service desk according to best practices, while ensuring high levels of customer service, quality, and availability
• Delegate service and request tickets as needed
• Coordinate and deploy devices such as personal computers, printers, and other peripherals; accountability includes configuration, implementation, on-going maintenance, timely communication, and documentation
• Collaborate with the Cybersecurity and IT Service Delivery teams to schedule and deploy updates and security patches to end user devices
• Develop policies and procedures that outline how problems are to be identified, documented, assigned, and corrected
• Track and analyze trends in Service Desk requests and generate statistical reports
• Maintain operating levels for company devices through patch management, audit cycles, problem identification, and resolution
• Responsible for desktop and mobile hardware, software, license management, and compliance
• Ensure all equipment is operating as expected and is in safe working order
• Initiate service calls as needed
• Identify operational irregularities and recommend strategies for resolution
• Monitor operational performance to ensure service level expectations are met
• Provide backup support to other IT Service Delivery team members as required
• Execute various other projects and duties as assigned

QUALIFICATIONS & SKILLS

• Post-secondary diploma in Computer Systems Technology, with 4-6 years of directly related experience. Preference will be given to candidates with professional certifications such as Microsoft 365 Admin, MCSA, MCSE, IBM I Admin, and ITIL. An equivalent combination of training and experience will be considered
• Experience with Windows desktop operating systems including Windows 10 and Microsoft 365 is essential
• Must have knowledge of basic network topologies such as Ethernet, LAN, WAN, and TCP/IP
• Preference will be given to candidates with extensive knowledge of ServiceNow and IBM I (AS/400) hardware and operating system
• Demonstrated knowledge of desktop hardware and software with the ability to easily learn new technologies and programs
• Dedicated to providing exceptional customer service
• Ability to present ideas in business-friendly and user-friendly language through excellent written and verbal communication skills
• Strong organization skills with the ability to manage multiple tasks and set priorities within established deadlines
• Ability to work effectively with others in a team environment as well as independently with minimal supervision
• Commitment to ongoing professional development and a desire to participate in industry training
• Ability to travel from time to time within Saskatchewan and to occasionally work outside of core operating hours
• The successful candidate will be required to undergo a background check
• Must be legally entitled to work in Canada on an unrestricted basis
• Ability to move and lift up to 50lbs and sustain bending or reaching with heavy loads
• Ability to walk and stand extensively and to push and pull heavy-duty carts

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