Desktop Administrator

Saskatchewan Government Insurance

jobsincanada.one

Do you value integrity and innovation? How about passion and caring? Great! Us too, and that’s why you’ll fit right in. Our intentional culture promotes trust and participation, encouraging you to bring your heart and mind to work every day.
In-Scope
Temporary Length of Term: 1 year
Work Location: 100% in the office
GENERAL ACCOUNTABILITY
The Desktop Administrator is the face of IT Service Management and Incident Management to the user. The role must quickly diagnose and resolve issues, provide clear guidance, and offer advice to deliver a best-in-class user service experience while managing and prioritizing competing workloads. This function should be proficient in most, if not all, user-facing hardware and software, including collaboration tools, voice and mobile technology, LOB applications, and common hardware models. The incumbent must be eager to learn and adapt new technologies and buy in to IT initiatives to then act as an advocate for transformation and positive change. Participates in standby rotation and/or callback incidents as assigned.
KEY ACCOUNTABILITIES

Note: This section is not intended to be an exhaustive list of duties and responsibilities – other duties and responsibilities may be assigned.
  • Provides second-level desktop support to end users, including for issues related to both hardware and applications/software, with the goal of quick diagnosis and resolution of issues.
  • Ensures new workstation requests have a computer, required peripherals, required network connections, and software for the end users.
  • Supports corporate print solutions.
  • Supports mobile devices, including laptops, tablets, and cell phones.
  • Provides follow-up upon resolution to ensure user satisfaction.
  • Utilizes IT service management tool to document and track all service requests and incidents.
  • Supports hardware asset management activities, including distribution and accounting, for new, returned, changed, or replaced hardware.
  • Supports software asset management activities, including the distribution and creation of software packages.
  • Uses modern tools to manage and administer corporate devices (e.g., PCs, MACs, mobile devices, printers).
  • Supports the implementation of enterprise-wide IT projects and initiatives at the local end user level.
  • Creates and maintains support conditions and runbooks.
  • Responds to virus scan and security alerts on desktops and user workstations.
  • Contributes to knowledge base by creating and/or updating documentation related to newly discovered issues, root cause analysis, and post-incident reviews.
  • Proactively communicates with users, from analysis through resolution, to keep them informed of incident status.
  • Provides feedback on potential issues or concerns to mitigate future risk.
  • Coordinates with vendors to support Desktop-related hardware and services.
High Performance Team & Culture
  • Supports a culture of leadership and accountability to effectively meet the key accountabilities within the scope of the role.
  • Displays leadership by committing to a culture of continuous learning/development of self and supports others by actively sharing knowledge, providing guidance, mentoring, training, and supporting developmental opportunities.
  • Demonstrates that the Health, Safety and Emergency Management Policy is applied in area of responsibility for self and others.
  • Actively applies knowledge to support transformation and strategic initiatives of the corporation, while participating and advocating change and applying a growth mindset.
TECHNICAL KNOWLEDGE & SKILLS
  • Knowledge of desktop support environment.
  • Knowledge of user-facing hardware and software, including collaboration tools, voice and mobile technology, LOB applications, and common hardware models.
  • Knowledge of IT operations, methods, products, and technology in order to respond to support requests (e.g., Microsoft Windows, Microsoft Office).
  • Knowledge of information technology, including operating systems, subsystem components, software, and hardware.
  • Knowledge of systems security practices and procedures.
  • Knowledge of methods, procedures, policies, and guidelines for all systems departments, and how their functions/applications/technologies support the delivery of IT services to SGI.
EDUCATION & CERTIFICATIONS
  • Two-year diploma from an accredited post-secondary education institution in a relevant field of study, such as Information Technology, or defined equivalency.
EXPERIENCE
  • 1 – 2 years’ relevant experience.
BEHAVIOURAL COMPETENCIES
Leader Level 2 – Applies (Self & Others)
  • Accountability – Goes Beyond Basic Expectations to Implement Customer/Partner Focused Solutions
  • Business Acumen – Applies Business Fundamentals and Thinks in Future-Oriented Terms
  • Change Agility – Is Nimble; Shifts Gears Quickly and Comfortably
  • Leadership – Leads Self and Others

Pay Range:$50,148.00 – $63,300.00

Posting Close Date:

December 4, 2022

As you prepare to submit your application, and cover letter if applicable, please highlight the achievements that demonstrate why you’re a great candidate for this role.

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