KNET Service Desk Tech 2

Position Summary

The Service Desk Technician reports to the Service Desk Lead and is a member of the Service Support Team. The incumbent provides first-line and second-line technical support for information technology (IT) services and responds to service requests and incidents through the organization's IT Service Management (ITSM) system in accordance with established service level expectations.

The Service Desk Technician installs, configures, maintains, repairs, and supports endpoint devices, network-connected equipment, software, and communications systems for KO/KNET offices, member First Nations, and customers. The role provides technical guidance and training to community-based technical resources, supports technology projects, and collaborates with internal technical teams to ensure reliable, secure, and efficient delivery of IT services.

The position requires regular travel to KO/KNET offices and First Nations communities to provide onsite technical support, equipment deployment, and maintenance services.

Major Duties and Responsibilities

1. Service Desk Operations

• Respond to incidents and service requests assigned through the IT Service Management (ITSM) system within established service standards.
• Verify reported issues by gathering accurate information from end users to determine scope, impact, and priority.
• Diagnose, troubleshoot, resolve, or appropriately escalate technical issues following Service Desk procedures.
• Maintain accurate, complete, and timely documentation of all work performed within the ticketing system.
• Provide onsite support at KO offices and member First Nations as required for equipment installation, repair, replacement, and maintenance.
• Collaborate with technical teams to ensure incidents are resolved efficiently and knowledge is shared across the organization.
• Contribute to continual service improvement initiatives by identifying recurring issues and recommending process improvements.

2. Endpoint and Infrastructure Support

Install, configure, maintain, upgrade, repair, and replace:

• Desktop and laptop computers
• Mobile devices
• Monitors, peripherals, Printers and multifunction devices
• IP telephones and unified communications equipment
• Operating systems and business applications
• Network devices, cabling and communication outlets
• Other IT infrastructure and endpoint technologies

Additional responsibilities include:

• Provide second-level support for network connectivity issues under the guidance of the Network Services Team.
• Assist with the support of local area networks (LAN), wide area networks (WAN), servers, wireless infrastructure, and communication systems.
• Prepare, configure, image, inventory, and deploy endpoint devices.
• Maintain an organized, safe, and efficient workspace for equipment staging, repairs, shipping, and inventory.
• Maintain accurate asset records and technical documentation using Microsoft Teams, SharePoint, and the ITSM platform.
• Follow established cybersecurity, asset management, and change management procedures.

3. Client Support and Training

• Deliver professional, courteous, and customer-focused technical support to employees, contractors, and community-based technical resources.
• Provide one-on-one and group training on hardware, software, and technology services.
• Assist end users with the configuration, operation, and maintenance of devices and applications.
• Develop and contribute to technical documentation, user guides, and knowledge base articles.
• Promote best practices related to cybersecurity, data protection, and safe technology use.

4. Project Support

• Participate in and, where appropriate, lead technology projects related to the planning, procurement, deployment, and replacement of IT equipment and services.
• Coordinate activities with project stakeholders and technical teams.
• Maintain project documentation and provide regular progress updates.
• Ensure assigned project tasks are completed on schedule and documented through the ITSM system.

5. Other Duties

• Perform other related duties as assigned.

Performance Expectations

The Service Desk Technician will demonstrate the ability to:

• Deliver responsive, professional, and customer-focused technical support.
• Accurately document incidents, service requests, and resolutions.
• Diagnose, troubleshoot, resolve, or appropriately escalate technical issues within established service levels.
• Communicate effectively with end users, technical teams, vendors, and community partners.
• Adapt quickly to changing technologies, priorities, and operational requirements.
• Work independently while contributing positively within a collaborative team environment.
• Maintain confidentiality and follow organizational security policies.
• Demonstrate sound judgment, professionalism, and accountability.
• Maintain a strong commitment to workplace health and safety.
• Travel regularly, including travel to remote and isolated First Nations communities.
• Manage workload effectively while meeting established deadlines and service expectations.

Qualifications

Education and Experience

• Diploma in Information Technology, Computer Systems Technology, Network Administration, Information Systems, or a related field, or an equivalent combination of education, training, and relevant experience.
• Experience providing technical support in a Service Desk, Help Desk, or IT support environment.
• Demonstrated experience troubleshooting computer hardware, software, mobile devices, and networking issues.

Technical Knowledge

Working knowledge of:

• Windows desktop operating systems, Microsoft 365 applications and services
• Endpoint hardware and peripherals
• Computer networking concepts (TCP/IP, switching, wireless networking, VPN)
• Network cabling and communications infrastructure
• Audio-visual technologies
• IT Service Management (ITSM) systems
• Cybersecurity best practices
• Remote support technologies
  
  

Skills and Abilities

• Strong troubleshooting and analytical skills.
• Excellent customer service and interpersonal skills.
• Effective verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Ability to work independently with minimal supervision.
• Ability to work collaboratively within multidisciplinary technical teams.
• Commitment to continuous learning and professional development.
• Ability to travel for scheduled and emergency service calls, including travel on short notice.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Microsoft Certified, or equivalent are considered assets.
• Valid Ontario Class G driver's licence.
• Ability to lift and move equipment weighing up to 45 kg (100 lbs).

Cultural Knowledge

• Knowledge and appreciation of the people, cultures, languages, and history of the Nishnawbe Aski Nation and the priorities of member First Nations.
• Ability to work respectfully and effectively within remote and Indigenous communities.
• Ability to speak Cree, Oji-Cree, or Ojibway is considered a strong asset.