Desktop Support Technician

Reporting to the Lead, End User Computing, the Desktop Support Technician coordinates the day to day delivery of site support services by providing tier 1 and tier 2 support for computer hardware and applications. This position provides technical support of computers, applications and related technology, collaborating with various customers within the Teck Resources business divisions. 

Responsibilities:

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Assist staff with the installation, configuration and ongoing usability of desktop computers, laptops, peripheral equipment and software within established standards and guidelines
• Work with vendor support contacts to resolve technical problems with computing equipment and software
• Work with help desk and network operations staff as appropriate to settle and resolve problems received from clients
• Interact with numerous computer platforms in a multifaceted client server environment
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems
• Train and orient staff on the use of hardware and software
• Recommend and / or perform upgrades on systems to ensure longevity
• Work with procurement staff to purchase hardware and software
• Assess functional needs to identify specifications for purchases
• Assist in maintaining LAN / WAN records and as appropriate telephone systems cable
• Provide first line service desk support to customers assisting them with hardware and software problems via phone, email and fax
• Field incoming help requests from end users in local and remote locations in a courteous manner
• Maintain technical problems' history through a ticketing system
• Maintain local network policies, practices, security measures and control documentation
• Assist in preparing, revising and maintaining procedures and documentation
• Deliver training on the operations and functionality of various applications, printers, and systems
• Participate in special projects as requested
• Provide input to IT service management processes including but not limited to; service desk, service requests, knowledgebase and problem management
• Phone support with desk side assistance when needed if remote tools are insufficient
• Allocate more sophisticated calls to the relevant IT support member
• Arrange for external technical support where problems cannot be resolved in house
• Lead, resolve and / or advance technical complications with multi-functional issues
• Follow up with internal support providers and external service providers until issues are resolved
• Other responsibilities as the need arises or as assigned 

Qualifications:

• 2 - 4 years of demonstrated ability in Information Technology, especially in technical support and resolution
• Previous experience within a corporate office technology environment
• Detailed understanding of Windows and Microsoft Office Suite
• Must be familiar with all components of laptops and desktops and be able to replace peripheral components, perform upgrades and repairs to legacy systems
• Monitoring of third party service providers and evaluation of outsourced IT support service offerings
• Extensive experience with an incident management system is a must
• Knowledge of computer hardware technology and remote diagnostics tools is vital
• Knowledge of client / server networking and telephony systems
• Experience with internet and intranet including email, web-based applications and internet browsers is desirable
• Familiarity with remote tools such as SMS, Remote Assistance and Remote Desktop is considered an asset

At Teck, we value diversity. Our teams work collaboratively and respect each person's unique perspective and contribution. Qualified applicants interested in joining a dynamic team are encouraged to submit a resume and cover letter electronically. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

Teck is a diversified resource company committed to responsible mining and mineral development with major business units focused on copper, steelmaking coal and zinc, as well as investments in energy assets. Teck has been named one of Canada's Top 100 Employers for the six consecutive years. Teck has also been named to the Forbes list of the World's Best Employers for the past two years and is one of  Canada's Top Employers for Young People. Headquartered in Vancouver, Canada, its shares are listed on the Toronto Stock Exchange under the symbols TECK.A and TECK.B and the New York Stock Exchange under the symbol TECK.

Learn more about Teck at  www.teck.com or follow  @TeckResources