The Service Desk Technician, reports to the Team Manager, Technical Support (Desk Side Services) and is responsible to provide front-line support and guidance to SCIC staff. In addition, the Service Desk Technician liaises with other divisions’ staff and management to resolve various application and/or hardware problems and/or inquiries.

What you'll do:

• The Service Desk Technician, reports to the Team Manager, Technical Support (Desk Side Services) and is responsible to provide front-line support and guidance to SCIC staff. In addition, the Service Desk Technician liaises with other divisions’ staff and management to resolve various application and/or hardware problems and/or inquiries.
• Provide front line guidance and technical support to all SCIC staff and external customers.
• Troubleshoot and provide guidance to staff in the use of computers, equipment, hardware and software; while maintaining current knowledge of applications used within.
• Maintain hardware assets via the inventory management system, ensuring adequate inventory supply in the IT stock room.
• Manage service requests for system hardware, software updates, and program changes; ensuring approvals, rollouts and assignment to technicians are completed.
• Ensure timely allocation and decommissions of IT related assets.
• Prepare, including loading system images on equipment, deploy and track end user hardware.
• Research new equipment, make recommendations on equipment and order approved equipment.
• Work as a liaison between technical and/or program analysts in analyzing and correcting system problems reported by users – hardware, network or software programs.
• Record all calls placed to the Service Desk by creating incident reports and requests for service.
• Act as an administrator for multiple work/technology environments.
• Create and maintain user accounts in an active directory for network, email, network drive access and group access.
• Manage security requests for staff making changes to network.
• Use Remote Desktop Connection software to connect to staff computer systems in order to troubleshoot and resolve issues.
• Determine when system errors are universal to the corporation - troubleshoot, prioritize and determine the impact and urgency of reported problems and determine corrective action depending on urgency.
• Support CropConnect and AgConnect by enrolling customers, creating and maintaining passwords, and troubleshooting issues; while maintaining compliance with the security policy.
• Design, create and maintain monthly and yearly reports using the Service Desk system.
• Update the Crop Insurance system using Data Base Utility.
• Work with staff that uses Remote Access to connect to the virtual private network (VPN).
• Write procedures and instructions for different hardware and software features.

Qualifications:

• To be successful in this position you will need the completion of a diploma in Computer Science, with a minimum of two years directly related IT support experience. Evidence of strong troubleshooting skills, enterprise familiarity, clear documentation and communication is an advantage.
• Knowledge and experience of computer hardware and software used by SCIC such as: Microsoft 365, ServiceNow, iOS, Android OS, Microsoft Windows, SharePoint, Active Directory, Exchange, Smart Phones, and Tablets.
• A criminal record check is required.
• Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.

Applications close at 11:55 p.m. on August 7, 2025.