Help Desk Analyst
Role Overview
Reports to the Manager, IT Ontario Operations, within the Information Technology Department.
Provides Level 1 and 2 desktop support to a geographically distributed end-user environment, covering business-as-usual and project work.
Works with Agnico Eagle IT support teams and third-party vendors; support may involve remote diagnostics or hands-on desktop assistance.
Key Skills for This Role
Full Job Posting
Role overview
Reports to the Manager, IT Ontario Operations, within the Information Technology Department.
Provides Level 1 and 2 desktop support to a geographically distributed end-user environment, covering business-as-usual and project work.
Works with Agnico Eagle IT support teams and third-party vendors; support may involve remote diagnostics or hands-on desktop assistance.
Responsibilities
- Process Ontario help desk requests received by email, phone, and walk-in.
- Provide Level 1 and 2 technical support and resolve escalated requests within established service-level agreements.
- Assign Tier 2 requests to operational support teams and follow up to maintain service-level targets.
- Participate in an on-call emergency support roster for regional operations.
- Identify service improvements and maintain technical documentation and customer-facing knowledge bases.
- Help maintain IT system security in line with company policies and provide friendly, efficient customer service.
Requirements
- A relevant college diploma or bachelor's degree, current enrollment in a relevant degree, or equivalent relevant work experience.
- Beginner-to-intermediate knowledge of most, but not all, of Windows 10/11, Windows Server, Microsoft 365, SCCM, Active Directory, and laptop/desktop hardware.
- Excellent working knowledge of Microsoft Office, especially Outlook, Excel, Word, and PowerPoint.
- ServiceNow or another ITSM tool and mining industry experience are considered assets.
Additional asset knowledge
- Basic understanding of VOIP, networking hardware and configuration, VMware, server and storage area network hardware, ITIL concepts, or Microsoft Azure is considered an asset.
Schedule
- 40 hours per week, Monday to Friday, at the Timmins regional office.
- Occasional site visits may be required.
Compensation
- Expected compensation includes a base salary and potential bonus opportunity.
- The stated minimum compensation is $73,000 and maximum compensation is $97,000; the salary cadence is not specified.
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