The Home Base Service Desk Technician works primarily from the office in Sioux Lookout and participates in formal and informal quality improvement and skills development activities and share technical problems and solutions with other members of the Service Support Team.

MAJOR DUTIES & RESPONSIBILITIES

• Follows Service Desk policies and procedures and provides timely response to incidents assigned to them in the ticketing system.

• Verifies incident description and severity with end users.

• Escalates incidents to the appropriate KNet resource for advice and resolution.

• Provides timely diagnosis and resolution of service incidents.

• May be asked to travel to KO offices and First Nations member service endpoints to resolve, repair, replace and install equipment as required.

• Updates incident tickets to resolution.

• Installs, configures, maintains, upgrades, repairs, and replaces information management/information technology (IMIT) devices, PC components, peripherals, monitors, IP Phones, cellular phone support, OS/Applications software, and interfaces, including cabling, and communication outlets

• Provides level two network service support and, under the direct supervision of the Network Team, provides technical support for KO networks, servers and communication systems.

• Supports a clean and tidy work place for configuring, maintaining, repairing and packing equipment.

• Maintains an accurate record of work performed, including special work arounds or exceptional circumstances and update Teams, Sharepoint and ticketing system.

• Provides internal and external training and support and advice to end users

• Contributes to, delivers and supports training services to end users, including KO staff and contractors.

• Assists end users with configuration, maintenance, and operation of devices .

• Provides hardware and software and operational support as required. 

• Participates and/or leads project tickets regarding planning, purchasing and implementing information technology devices and services.  Communicates to all parties involved in the project ticket.  Updates project ticket to resolution.

• Additional duties as assigned.

STANDARDS OF PERFORMANCE

1. Provides timely Service Desk response, accurately documents incidents and communicates on the telephone in a clear, friendly and persuasive manner
2. Provides timely diagnosis, resolution or escalation of service incidents
3. Demonstrates flexibility and capacity to adapt and learn in a dynamic work environment
4. Safety conscious and able to adhere to a highly focused safety culture
5. Be highly adaptable to constantly changing technologies, methods, and procedures
6. Manages time effectively, is punctual and regularly attends work 

QUALIFICATIONS

•  Completion of college diploma or its equivalent in information and communication technologies or computing studies, supplemented by one year relevant experience or demonstrated mastery in troubleshooting, configuring or managing information and communications technology
• Working knowledge of computer systems, peripherals, and communication hardware
• Working knowledge of computer networking and cabling infrastructur Working knowledge of application software to assess problems in the execution of applications.
• Ability to work independently and in a team to achieve predetermined goals and meet deadlines
• Ability to work under minimal supervision, under own initiative and motivated to acquire new knowledge and learn new skills
• Ability to travel on occasion for planned service trips
• Knowledge of the people, culture, history of Nishnawbe-Aski Nation and the development priorities of member First Nations.
• Ability to adapt to and effectively complete work in isolated and First Nations communities
• Ability to speak Cree, Oji-Cree or Ojibway is a strong asset.
• Ability to communicate with KO employees, contractors, third-party service personnel and community-based technical resources
• Excellent problem solving and escalation skills
• Completion of ITIL-certified coursework
• G driver’s license
• Must be able to handle up to 22.5 kg (50 lbs)