Ontario Teachers Insurance Plan (OTIP) Looking for Service Desk Technician at Waterloo, ON Full Time

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:

Service Desk Technician

What you will do:

• Interviewing users to collect information and investigate the source of incident(s). Reviewing actions taken by user, assessing cause of incident, whether it is related to hardware, software, cabling or telephones, and resolves the incident, escalating all other incidents to second level technicians as required.
• Responding to, evaluating and prioritizing incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Identifying, researching, isolating and escalating incidents and problems to assist in resolution of network and hardware problems, following up to ensure resolution and communicating action taken to appropriate parties as required.
• Using a service management database to log and track service requests, ensuring maintenance of all historical records and problem documentation.
• Striving for first call resolution with issues including but not limited to password resets, spam quarantine release, Microsoft Office, email, voicemail, auto attendant, Web Hosting, and browser configurations.

What you will bring:

• A college diploma in computer science or a related subject.
• An MCSE designation or working towards completion.
• A minimum of one year experience as a service desk technician or in a related technical field.
• Advanced knowledge of Microsoft Office Product Suite.
• Superior time management and organizational skills to manage competing priorities, including project management skills.
• The demonstrated ability to effectively communicate technical subject matter to end users.

We also consider your potential. If you know you have what it takes to do the job but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

What we offer:

• Competitive salary and bonus structure
• Industry-leading employer-paid group benefits that start on your first day
• Defined benefit pension plan
• 100% coverage of continuing education and licensing fees (including RIBO and AIC courses)
• Flexible work from home and hybrid options
• Opportunities for advancement

If you are interested in this opportunity, please apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

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