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Help Desk Specialist

Hudbay Minerals
Princeton, CAN
Full-time
Senior
Onsite
$79,920 to $84,360 per year
Discovered 1 weeks ago
Tier 1 and Tier 2 IT supportHardware and software troubleshootingUser provisioningSoftware deploymentTCP/IPDNS

Full Job Posting

Role purpose

Provides Tier 1 and 2 software and hardware support and technical guidance to customers.

Troubleshoots and restores routine technical services and equipment using established processes and procedures.

Performs root cause analysis, maintains support knowledge and call-tracking databases, and works collaboratively with the support team.

Work details

  • Permanent, full-time role in Princeton, British Columbia.
  • Work schedule is Monday to Friday, day shift, 5x2.

Compensation

  • Compensation is CAD $79,920 to $84,360 per year.

Role accountabilities

  • Provide first-level contact and resolve customer issues; escalate unresolved queries appropriately.
  • Track, route, and redirect problems to the correct resources and guide users and peers through problem solving.
  • Follow up with customers, provide feedback, and see issues through to resolution.
  • Provision users, mobile devices, telephones, and computers to deliver desktop services.
  • Document and close incidents, maintain user satisfaction, and recommend procedure improvements.
  • Maintain IT employee time and attendance records.
  • Procure technology requests and stock items for manager approval.
  • Perform contract renewals to avoid service risks or gaps.
  • Maintain help desk knowledge and share information with teammates.

Qualifications

  • Three to five years of professional experience providing remote and onsite IT support for high-user-count organizations.
  • Experience with complex system administration, user provisioning, and software deployment across distributed networks.
  • Strong knowledge of TCP/IP, DNS, DHCP, network troubleshooting, and wireless connectivity.
  • Proficiency in user support and backend administration in Active Directory, Azure, and O365 environments.
  • Understanding of IT service delivery for organizations with 100 or more users across multiple locations.
  • Advanced knowledge of server/workstation hardware and enterprise mobile devices.

Technical support capabilities

  • The role provides Tier 1 and 2 support for hardware and software.
  • Responsibilities include troubleshooting, root cause analysis, incident documentation, provisioning, and desktop service delivery.

About Hudbay

Hudbay describes its business as providing metals and operating in Canada and Peru, with growth opportunities in the United States.

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