Service Desk Technician

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Job Summary

Join our team as a Bilingual (English/French) Service Desk Technician, where you’ll play a key role in keeping our technology running smoothly and enabling employees to do their best work.

If you’re passionate about problem-solving, enjoy helping people, and thrive in a fast-paced environment, this is the perfect opportunity for you!

This is a remote role.

Key Accountabilities:

• Provide courteous and timely support for incoming Service Desk requests via phone, email, chat, and web portal.
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes
• Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution
• Assist in software releases, rollouts, and installations according to change management best practices
• Perform hardware setups and configurations according to departmental and/or manufacturer specifications
• Create, modify and remove/disable accounts
• Escalate incidents with accurate documentation to suitable technician when required
• Monitor and report emerging trends in incidents to help management stay proactive.
• Contribute knowledge sharing by developing FAQs, help sheets, and technician training materials, while suggesting process improvements. Contribute to technician knowledgebase and training as needed.
• Provide suggestions for continual improvement
• Other duties as assigned.

Education and Experience Qualifications:

• Exceptional communication skills in English and French, interpersonal skills, with attention to detail, empathy, and a strong commitment to customer satisfaction.
• Certificate from a recognized college or technical school
• ITIL Foundations and A+ Certification
• Three (3) to five (5) years’ experience in a Service Desk environment.
• Experience with Windows 10 and Mac OS
• Application support experience with Microsoft Productivity Suite
• Working knowledge of a range of diagnostic utilities
• Working knowledge of ServiceNow preferable
• Working knowledge of O365 administration, Active Directory, Azure AD
• Understanding of network principles, TCP/IP, VPN, DNS, DHCP
• Interest in working in an ITIL-driven environment and working knowledge of ITIL principals and processes
• Exceptional written and oral communication skills in English
• Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills

Compensation:

The target hiring range for this position is $55,693.49 to $69,616.86 with a maximum of $83,540.23.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email [email protected] if you have a need for any accommodation and we will be pleased to discuss this with you.