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.

Competencies:

• Service Excellence: Always displays respect, professionalism and dignity in daily interactions. Responds to customers with an appropriate level of urgency. Offers support to colleagues and customers that are in distress. Responds to customers with an appropriate level of urgency. Offers support to colleagues and customers that are in distress.
• Personal Leadership and Development: Demonstrates self-awareness by knowing oneself and the impact on one’s behaviours on others. Recognizes strengths and is open to feedback on enhancing skills. Seeks out continuous learning opportunities to further develop skills.
• Strategic Thinking: Has a clear understanding of organizational objectives and aligns daily tasks to strategic goals. Prioritizes work in alignment with organizational objectives. Asks questions to gain a clear understanding.
• Decision Making: Decisions are aligned with position responsibilities, boundaries and organizational policies and practices. Can clearly explain their theory behind the decisions they made. Makes timely decisions even when information is unclear or limited.
• Innovation: Remains positive during times of uncertainty. Looks for incremental improvements in work processes and results. Reflects on current environment and how the change will be received.
• Analytical Thinking: Asks questions to gain a clear understanding. Involves or moves the issue on to the right person. Makes suggestions at team meetings and to manager on potential/known issues and possible solutions.
• Team Collaboration: Shares knowledge and experience with others. Brings forward ideas, solutions and concerns to help the team problem solve and build solutions. Capitalizes on the strengths and skill sets of team members by aligning tasks with individual strengths.
• Building Organizational Community: Is friendly, positive and professional with people they meet. Works independently, interdependently and participates as a contributing member across work teams. Builds rapport and ensures others are informed.
• Communication: Conveys understanding and empathy from the other person’s perspective. Uses open-ended questions, active listening and dialogue to encourage others to provide information about underlying needs or issues. Communicates complex issues clearly and with credibility.
• Accountability: Treats everyone with respect and fairness. Assumes responsibility for personal actions, behaviours and results. Promotes integrity in others by maintaining consistent values and performance standards.
• Performance Management: Achieves quality of work on a consistent basis. Assumes ownership of assigned duties with intentions of generating positive results. Takes/provides opportunities to learn and demonstrate new knowledge and skills.
• Planning and Risk Management: Organizes and prioritizes work to implement plans. Divides objectives into manageable tasks and sets deadlines to keep projects moving forward. Assumes responsibility for work plans and projects and delegates tasks where appropriate.

Saskatchewan Crop Insurance Corporation (SCIC) is committed to equity, diversity, inclusion and accessibility. SCIC welcomes applications from all individuals and encourages applicants to self-identify in their application. We affirm our Commitment to Reconciliation as we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees.

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. Please tell us of accommodation measures required to help you be assessed fairly. Please note that the information you provide will be treated confidentially.