Associate Service Desk Specialist Job - IT CSG

Our IT Corporate Solutions Group (CSG) is looking for an individual who can fill a permanent, fulltime Associate Service Desk Specialist role to deliver a World Class IT Support Experience to HOOPP staff. We strive to form meaningful relationships with our clients to better understand how they use technology. Further, we leverage that knowledge to represent our client’s needs and help drive and advise organizational IT changes that will benefit HOOPP.

Our Service Desk team is responsible for multiple levels of support. We rotate roles and share responsibilities for ticket intake, queue triage, desk-side support and advanced troubleshooting in partnership with other IT teams. In addition to our day-to-day Incident and Request fulfillment, we plan projects and larger non-standard requests in a KANBAN model. The team is self-organizing, in that we trust you to make decisions on how to best accomplish the team’s objectives. We foster a culture of continuous improvement, with regular reviews of wins, challenges and opportunities.  

You are: 

• Collaborative and a strong team player, adept at building relationships.  
• Able to thrive under pressure and pivot easily to adapt to change.
• A self-starter, taking accountability to deliver work.

You have a passion for:

• Excellent customer service.
• Improving the daily technology experience for your clients.
• Creative and innovative problem solving.
• Self-directed learning. 

 Why you will love working with CSG: 

• We are a valued part of the IT division that is foundational to HOOPP’s daily operations.
• We ensure the organization leverages the most effective cloud-based technology and software to allow cross-team collaboration while working in the office or remotely.
• We are responsible for supporting HOOPP’s divisions with strategic, configurable, and innovative solutions to solve business issues and enhance operational efficiencies.
• We are a hybrid work force, with our teams working remotely and onsite.  
• Our efficiency, focus and hard work is complimented with a social and enthusiastic attitude.  
• We are a diverse group of people and that is one of our greatest strengths.  We are animal lovers, golfers, mountain bikers, hikers, amateur chefs and foodies, parents and game board enthusiasts. We are collegial and enjoy each other’s company. We push each other to be our best selves and we can’t wait to expand our work family. 

Why you’ll love working at HOOPP:  

• Help us deliver on our pension promise – You’ll be helping take care of 400,000 Ontario healthcare workers, who take care of us every day. At HOOPP, we have one goal and that is to provide our members with a secure retirement income for life.
• Be part of a high-performance culture that reflects our core values and celebrates diversity and inclusion – Our core values: professional, accountable, compassionate, collaborative and trustworthy, unite our employees and drive how we approach our work. We embrace equity and diversity and foster an inclusive environment so all our employees can thrive.
• Fun! Work hard and play hard. Our teams are passionate about what they do and the impact they’re making – and we work hard for it. We also know how to let loose and have fun!
• Robust benefits package for your overall well-being – You will have access to our world-class defined benefit pension, 100% company-paid extended health and dental benefits, annual wellness program for reimbursement of health and wellness related expenses, and virtual fitness, yoga and meditation classes. 

What you will do:

Operational Support:

• Provide onsite support during regular business hours at our 1 York office.
• Support clients by providing timely responses to a variety of end user technology questions.
• Triage incoming incidents and perform in depth troubleshooting.
• Capture and document all relevant information within ServiceNow and Azure DevOps, including requirements, troubleshooting and resolution information.
• Partner with other IT teams, specialists and vendors as appropriate.
• Contribute to and maintain up to date information in team knowledge base.
• Support and maintain a variety of end user hardware devices.
• Facilitate and deliver standardized requests for hardware and access.
• Support employee onboarding and departure processes.
• Support audit requests and remediation tasks.
• Ensure adherence to Access Control Policy including approvals and process guidance.
• Participate in the off-hours on-call rotation.

Initiatives:

Participate in IT and Business initiatives to ensure a high-quality end user support experience through planning and implementation.

Continuous Improvement: 

• Form relationships with clients and IT colleagues to facilitate high-value support interactions.
• Leverage knowledge of existing technology systems to provide creative solutions within the current offerings.
• Identify gaps and inefficiencies and work with the team to implement changes and solutions.
• Participate in internal team training and knowledge transfer sessions.
• Contribute to all team ceremonies including daily standups, project planning, team retrospectives & team health activities.

Technologies Supported:

• Operating systems: Windows 10, iOS, macOS
• Active Directory User, Computer and Group Administration
• Office 365 Productivity Applications and Administrative Tools
• Intune Mobile Device Management
• Azure Virtual Machines
• RSA Secure Token
• Microsoft Authenticator
• Service Now Ticket management and reporting
• SCCM Computer Management and Administration
• Corporate Telephony Solutions
• Printers and print servers

Who you are:

• University or College education and/or a combination of equivalent training, education, and experience in Information Technology.
• Minimum 2 years of IT service desk experience.
• Customer Service experience (any industry).
• Strong verbal and written communication skills; ability to communicate to clients in a non-technical manner.
• Strong analytical and problem-solving skills.
• Strong collaboration skills.
• Familiarity with ServiceNow or other ticketing systems.
• Familiarity with Agile\Scrum practices is an asset.

Notice for job applicants 

Following the advice of Canadian health authorities, to mitigate the risk of potential spread of COVID-19 and support social distancing, all recruiting activities including interviews and new hire onboarding will be conducted online. While we are doing our best to ensure reasonable response times, please expect some delays during the recruiting process due to the current situation. Thank you for your patience and understanding during these challenging times.