Service Desk Technician

All Manitoba Liquor & Lotteries employees may apply. Manitoba Liquor and Lotteries is committed to Diversity, Equity and Inclusion. We strive to hire a workforce that reflects the community we serve. Employment equity will be considered therefore applicants who identify as women, Indigenous people, members of racialized groups, and persons with a disability are encouraged to apply.

If you require an accommodation at any time during the recruitment process, please let us know how we can meet your needs.

Job Responsibilities

• Receive, record, classify, route, prioritize, resolve and close all incoming IT related support calls, automated system alerts, service requests, and capital project requests within prescribed time limits.
• Process all incidents, including monitoring, tracking and communication of all incidents, problems, and service requests through to completion.
• Assist end users with software applications, file access and hardware support as required.
• Image and prepare new workstations for deployment.
• Research technical and non-technical problems and resolve in a timely manner.
• Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents: recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
• Escalate and route Tier II or III support calls to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
• Work with external service providers to ensure that issues such as laptops, monitors, printers, meeting room equipment, and other ITS equipment at all locations are dealt with in a timely manner.
• Work with licensees, vendors, suppliers and specialty wine stores and software that external customers could use offered by MBLL ensuring that all external issues are dealt with in a timely manner.
• Provide on-site and remote ITS support for MBLL locations, remote staff as required.
• May provide on location support and prioritized executive & board level service for Tier 1 incidents and service requests.
• Perform Start of Day and End of Day procedures on all assigned systems.
• Follow up on incidents to ensure customer satisfaction.
• Coordinate communication of all planned and unplanned failures and outages to MBLL stakeholders.
• Assist store employees with network outages (reboot of router, switch and DSL equipment)
• Create and modify procedures as required.
• Monitor systems and network parameters (includes network for stores), and communicate failures and outages to impacted parties and leadership
• Assist with onboarding new employees and contractors to MBLL (Setting up system access, provisioning hardware, setting up multifactor authentication).
• iPhone support, configuration, setup, and troubleshoot.
• Assemble, set up, image and install software on POS registers.
• Coordinate banking information with external parties (e.g., Payment Provider, American Express, Financial institute).
• Monitor POS registers and pin pads on a regular basis.
• Coordinate and deploy ITS equipment for new and renovated stores.
• Serve as a member of the weekly stand by 7-day rotation group.
• Provide Service Desk support to team members and leadership in resolving all issues when on standby support.
• Verify and send out all required critical emails and messages promptly to appropriate groups and parties.
• Update any documentation for standby procedures.
• Follow all standby procedures when addressing issues during standby
• When on call rotation, must maintain availability and ability to respond to calls within prescribed timelines of receiving them 24 hours a day, 7 days a week, including holidays.
• Escalate all issues as per standby documentation and procedures.
• Modify and delete accounts for all assigned systems.
• Manage new administration accounts for all assigned systems.
• VoIP administration (configuring phones, number extension setup and assignment, voicemail account administration, account setup)
• User Access Audit Reports – setup, process, and complete the user access audit reports for critical MBLL systems.
• Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
• Update the inventory database with additions of assets under the management of this position.
• Place asset tags on new IT equipment and record in the inventory database.
• Other related duties as assigned.

Primary Qualifications

• Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification and experience.
• Strong written and verbal communication skills, analytical, and organizational skills.
• Experience and proficiency in Microsoft 365 (Word, Excel, PowerPoint, Teams, and Outlook).
• Have and maintain a valid Manitoba Class 5 Drivers license.
• Continuous upgrading/learning is required to remain current in information technology.
• The core competencies for this position include achieving quality results, adaptability/managing change, communication, customer service, decision making and problem solving, integrity and building trust, teamwork and cooperation and valuing diversity. These competencies are deemed important for the success of the position and organization.

Secondary Qualifications

• One-year previous service desk experience is considered an asset.
• Previous customer service experience is considered an asset.
• Completion of an HDI Support Centre Analyst certificate is an asset.
• ITIL certification is considered an asset.
• Bilingual French/English language skills are an asset.

***Testing may form part of the screening/selection process. An eligibility list will be created, if possible. Employment Equity will be a factor in the recruitment process. Circumstances may arise where the bulletin may need to be withdrawn or the number of positions may need to be increased depending on the Collective Agreement.

We thank all interested applicants, however, only those selected for interviews will be contacted.

Benefits

A Great Place to Work! Enjoy fantastic benefits with our Total Rewards package

Work/Life Balance and Wellness

• Discretionary Time: Up to 10 paid discretionary leave days per year, depending on bargaining unit. Employees can carry forward discretionary leave days each year for a total of up to 50 days.
• Hybrid Work Model for Eligible Positions: Remote work capability for eligible positions.
• Flex Time: Flexible shift scheduling and work hours for eligible positions.
• Maternity and Parental Leave: Top-up of E.I. maternity leave benefits to 93% of employee’s basic earnings for 17 weeks.
• Fitness Allowance Reimbursement, depending on bargaining unit: Up to $250 per year that can be used to cover gym memberships, fitness equipment, and more.
• Computer Purchase /Fitness Purchase Program: Interest free loans for employees purchasing computer equipment to increase computer literacy, learning, and professional growth, and/or to purchase fitness equipment.
• Diversity and Inclusion: MBLL promotes a culture of caring and respect through initiatives like our employee driven Joint Diversity Network.
• The Together Project: At Liquor & Lotteries, caring is part of our corporate culture - we care for each other, our partners, and our community The Together Project represents the charitable efforts of the corporation and its employees working together to enrich the lives of Manitobans. Employee charitable activities are eligible for reward benefits.

Vacation

• Accrue up to 10 paid vacation days per year during the first 2 years of employment.
• Accrue 15 paid vacation days per year after 3 years of employment.
• Accrue 20 paid vacation days per year after 5 years of employment.
• Accrue 25 paid vacation days per year after 9 years of employment.
• Accrue 30 paid vacation days per year after 19 years of employment.

Retirement Savings Plan

• Defined Benefit Pension Plan: Guaranteed lifelong monthly payment at retirement provides great security for employee’s long-term strategy.
• Voluntary Group Registered Retirement Savings Plan

Health Insurance and Benefits

• Customize your Plan: Employees choose from a variety of coverage options to best fit their needs, including coverage for prescription drugs, vision, dental, ambulance, extended health and more.
• Health Spending Account: Employees receive up to $1,850 towards eligible medical or dental expenses depending on options chosen.
• Flex Credit: Depending on the bargaining unit, employess may receive a Flex Credit to be used
  towards the purchase of insurance including Group Life, Dependent Life and Accidental Death and Disablement.

World-wide Travel Health Benefits

Employee & Family Assistance Program (EFAP): Free professional wellness support for employees and their immediate family member

Training and Development

• Educational Assistance: Tuition reimbursement for eligible employees.
• Training: Variety of courses and programs to support skill and professional development.
• Career progression: Internal job posting system that provides opportunities for a variety of career paths.
• Apprenticeship and skilled trade training: Programs offered in partnership with educational institutions such as RRC Polytech, the University of Winnipeg and the University of Manitoba.

Discounts and Rewards

• Employee Rewards & Recognition Program: Points-based program recognizing employees for earned and nominated achievements such as long-service, going above and beyond and community volunteer work.
• Discounts: Employees receive exclusive discounts from a variety of retailers, entertainment venues and service providers.