Position Title:Service Desk Technician
Department: Information Technology
Location: Toronto – YYZ
Incumbent: New Position
Date: September 2019
Shift Type: Full Time Salaried
Reports to: Manager, IT Infrastructure Services
Other Working Relationships: All Sky Regional employees including office staff and flight crew

Who we are:
     Sky Regional Airlines Inc. is a Canadian company that operates regional routes on behalf of Air Canada under the Air Canada Express banner.
     Each and every day we look for innovative ways to improve the travel experience, and Sky Regional’s success comes from having a strong and dedicated team with consistent core values. Safety & Security above all else drives our commitment and we take pride in providing exceptional customer service. We are passionate about our passengers and our employees, recognizing it is the foundation of our reputation.

Who You are:
       Reporting to the Manager, IT Infrastructure Services, the Service Desk Technician is responsible for providing technical assistance to internal users that support Sky Regional’s 7x24x365 operation.  This position will provide assistance concerning the use of computer hardware and software, network and account access, printing and troubleshooting while tracking and maintaining all Service Desk Tickets.  With a highly responsive Service Desk and vendors who provide exceptional performance, consistently delivering reliable and efficient service will be critical to this position’s success.   Working in a highly detailed, complex and regulated environment, problem solving difficult logistical challenges with clear analysis and a decisive approach will ensure success in achieving departmental and corporate objectives.

SPECIFIC ACCOUNTABILITIES

SERVICE DESK:
  • Acting as a first point of contact, provide first level support for email, password resets, application access, printer support, network shares, computer hardware and software support, network connectivity, and remote access to applications and services, and mobile device support.
  • Track and ensure all Service Desk Tickets are logged in our service desk system.
  • Ensure all Service Desk Tickets are categorized and contain the required information for easy lookup and reporting.
  • Review all Service Desk Tickets and resolve all Level 1 Tickets and/or Level 2 unless escalation required.
  • Following a predetermined escalation protocol, assign Service Desk Tickets to subject matter experts for resolution.
  • Ensure Service Desk Tickets are completed within Service Level Agreement time frames.
  • Ensure all Service Desk Tickets have fully documented resolutions and investigate the underlying cause to ensure the issue is isolated to reduce further incidents.
  • Monitor Service Desk Tickets for incident trends and provide updates during weekly meetings.
  • Maintain call out list for after hours support for use when contacting appropriate personnel for assistance and escalation.
  • Create solution articles for common problems to assist users in self help options.
  • Provide after hours support and assistance as needed.
HARDWARE AND SOFTWARE MANAGEMENT:
  • Assesses function needs to determine specifications for purchases.
  • Works with procurement staff to purchase hardware and software from pre-defined agreements.
  • Maintain records of new equipment.
  • Recommends and performs upgrades on systems to ensure security, stability and longevity.
  • Installs and performs repairs to hardware, software and peripheral equipment, following design or installation specifications.
  • Setup equipment for new and upgraded employee use, performance or ensuring proper installation of hardware software and networking.
  • Oversee the daily performance of computer systems and printers.
  • Setup and maintain desktop phones including setup of new users, changes to profiles and password resets.
  • Monitor and assist in threat protection of laptops, desktops and mobile devices.
  • Manage the administration of the company cell phones including ordering, deployment and repair.
USER ADMINISTRATION:
  • Onboard and setup users with new hardware.
  • Create user accounts in active directory and ensure users have access to applications as required.
  • Onboard new users and provide tutorial on IT assets, their use within IT guidelines and policies.
  • Setup user workstation environment with peripherals such as monitors, docking stations and maintain cable management.
  • Decommission users and ensure cleanup of access privileges
  • Recover assets and archive/clean data and prepare assets for reuse or disposal.
  • Upgrade users with new hardware ensuring a smooth transition to their new equipment.
  • Perform regular hardware and software updates to ensure compatibility and security updates are within corporate standards.
IT SERVICES:
  • Assist in the setup and maintenance of servers, printers and network hardware.
  • Train users on software and hardware use.
  • Maintain industry knowledge to support continued improvements in technology, updated hardware and software.
OTHER:
  • Other duties as assigned to support the operation.
KNOWLEDGE / SKILLS & EXPERIENCE REQUIREMENTS

EDUCATION:
  • University or College degree in Computer Studies or related discipline.
  • Additional certifications an asset.
EXPERIENCE:
  • 2 years related experience in a technical support position.
  • Experience with Windows based computer hardware, printers and peripherals, including components and upgrading hardware.
  • Knowledge and experience using Microsoft Office applications.
  • Knowledge of administering Microsoft Office 365 and Intune applications.
  • Understanding of networking fundamentals and connectivity.
  • Experience with iPhone and iPad devices.
COMPETENCIES & ATTRIBUTES:
  • Demonstrated working knowledge of computer hardware and software applications.
  • Demonstrated success in multi-tasking during high stress situations with minimal supervision.
  • Proven ability to work independently in a fast paced dynamic environment.
  • Demonstrated excellence in prioritizing and organizational skills.
  • Demonstrated excellence in communication skills including ability to communicate in an effective, clear, accurate, concise and professional manner.
  • Excellent interpersonal skills, delegation, and initiative.
  • Organizing for results.
  • Initiative and Commitment to achieve.
  • Attention to Details and Quality.
  • Professionalism.
  • Problem Solving and Decision Making.
  • Strong oral and written communication skills.
  • Authorized to live and work in Canada and obtain a Transport Canada Restricted Area Pass.
Why Sky Regional?
At Sky Regional, we care about the well-being and work-life balance of all our employees. That’s why we offer comprehensive and competitive salary and benefits packages, including but not limited to:
 
  • RRSP contributions with company match.
  • Extensive Group Coverage Health and Dental Benefits Packages.
  • Comprehensive vacation packages.
  • Free Employee Assistance Program for employees and their families.
  • Opportunities for growth, advancement, and career development.


Only applicants selected for an interview will be contacted. Sky Regional Airlines adheres to equitable hiring, employment and promotion practices. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance during the application process.

 

Department: IT
This is a non-management position
This is a full time position

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