Role Title: Help Desk Specialist Job Type: Permanent, Full-TimeLocation: Princeton, British ColumbiaWork Schedule: 5x2; Monday to Friday, Day shiftCompensation: $79,920.00 - $84,360.00 CAD per year Purpose of Role:Reporting to the IT Manager, The Help Desk Specialist is Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge databases and call tracking databases to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.
Role Accountabilities:- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support.
- Track route and redirect problems to correct resources.
- Maintain IT employee time and attendance
- Walk business users and peers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Perform user, mobile, telephone, and computer provisioning activities to deliver desktop services to business users.
- Utilize excellent customer service skills and exceed customers' expectations
- Ensure proper recording, documentation and closure of incidents
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
- Act as the first tier of support function and escalate to higher tiers or third-party service providers where applicable and appropriate.
- Maintain the currently high levels of IT user satisfaction from BCBU Hudbay employees.
- Perform procurement activities for technology requests and stock items for manager approval
- Perform contract renewals to ensure that no risks or gaps in services occur.
Qualifications:- 3 to 5 years of professional experience providing both remote and onsite IT support for high-user count organizations.
- Experience in complex system administration tasks, including user provisioning and software deployment across distributed networks.
- Enterprise Networking: Strong knowledge of network troubleshooting (TCP/IP, DNS, DHCP) and wireless connectivity in complex environments.
- System Administration: Proficient in user support and backend administration within Active Directory, Azure, and O365 environments.
- High-Density Support: Deep understanding of managing IT services for large-scale organizations with 100+ users across multiple locations.
- Infrastructure Hardware: Advanced knowledge of server/workstation hardware, enterprise mobile devices, and remote connectivity solutions.
Other skills: - Enterprise Directory Services: Proficient in Active Directory and Azure/O365 for user account management and security.
- Networking Fundamentals: Solid understanding of TCP/IP, Wi-Fi standards (802.11), and physical layer media (Fiber/Cat6).
- Infrastructure Hardware: Deep knowledge of Dell/HP enterprise hardware and Mobile Device Management (MDM) enrollment processes.
- IT Security: Familiarity with device hardening, MFA, and identifying social engineering or phishing threats.
- Technical Troubleshooting: Ability to perform root-cause analysis for Tier 1 and 2 software and hardware incidents.
- Customer Service: Strong communication skills to assist diverse business users, ranging from office staff to mine operators.
- System Provisioning: Skilled in the rapid deployment (onboarding) of workstations, mobile devices, and telecommunications gear.
- Ticketing Systems: Proficient in managing workload and documentation through ServiceNow.
- Possess a valid Class 5/7N British Columbia driver's license and have access to personal transportation.
Working Conditions: - Capable of managing a high volume of requests and prioritizing tasks in a fast-paced environment with a large user base.
- Must be able to lift up to 50 pounds and strictly follow mine-site safety protocols, including wearing full PPE when working in the field.
- Experienced in operating at sites where vendor lead times are long, requiring self-sufficiency and creative problem-solving.
- Ability to travel between the central office and remote mine sites (Core Shack, Metering sites) to provide hands-on technical support.
CompensationAt Hudbay we pride ourselves in providing our employees with a competitive total rewards package.
- Expected Compensation: Base salary $79,920.00 - $84,360.00 CAD per year
- Competitive extended benefits and RRSP contributions through Manulife
- Participation in a percentage-based Production Bonus
- Regular performance appraisals to acknowledge our employees for their contributions, strengths and work well done
Vacancy Status: This posting is for an existing vacancy.
AI Disclosure: Artificial Intelligence is not used to screen, assess, or select applicants; however, Hudbay may use automation for administrative processes.
