City : CAN - ON - Mississauga Corporate

Category : IS-Operations & Security

Industry : Civil and Social Organizations

Employer : Canadian Red Cross

Title: Tier 1 Technician

Location: Mississauga

Contract type: Temporary Full Time (12 months)

Salary band: $38,879 - $58,157/year
 

The Canadian Red Cross Society, a non-profit, humanitarian organization dedicated to helping Canadians, as well as the most vulnerable throughout the world, is seeking a Tier 1 Technician in the Information Services (IS) department.

You want to be part of the world’s largest humanitarian network? You have a passion for helping others, and want to work with other dedicated individuals? By applying, you are taking a big first step to be part of an exciting organization that makes a huge difference in the lives of Canadians here at home and abroad. What are you waiting for?

At the Canadian Red Cross, we help people and communities in Canada and around the world in times of need and support them in strengthening their resilience. We are committed to having an accessible, diverse, and inclusive work environment where people with all abilities, ethnicities, gender identities and expressions, nationalities, religions, and sexual orientations can reach their full potential. All qualified persons, particularly Indigenous peoples, persons with disabilities, ethnic minorities, visible minorities, women, veterans, and others who share our values and contribute to fostering an inclusive and diverse workplace are encouraged to apply. 

Reporting to the Manager, IS Support Services, this position assists Canadian Red Cross staff and volunteers requiring assistance from the Information Services Department.

As a Tier 1 Technician you will:

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize schedules and escalate problem (when required) to the appropriately experienced technician.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

What we are looking for:

• The minimum qualifications for this position include completion of a post secondary education in computer science and between two (2) to four (4) years of job related work experience, or an equivalent combination of education and experience.
• Working knowledge of computer hardware and software, including MS Windows OS, thin client devices, MS Office.
• Working knowledge of desktop and server operating systems, including Windows Server Citrix, Active Directory, Microsoft Exchange and BES.
• Excellent verbal and written communication skills in English, fluency in French is an asset.
• Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Familiarity with the fundamental principles of ITIL.
• Ability to present ideas in user-friendly language.
• Ability to conduct research into a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Current First Aid Certification or willingness to take training.
• A valid Provincial Class 5 driver’s licence.
• Certification in A+, Network+, MCDST, HDI CSR is an asset.
• Experience working with a diverse population, and an understanding of cultural issues is an asset.

Working Conditions:

• The majority of the work is performed in an office environment.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Occasional requirement to work overtime hours, often with short notice.
• This position is subject to the satisfactory completion of a Canadian criminal record check and a satisfactory driver’s abstract.
• Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground). 
  
  If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.