• IT Operations COOP Student - Fall 8 Month Term

    Posted Date 3 weeks ago(6/26/2018 11:06 AM)
    Requisition ID
    2018-31342
    # of Openings
    1
    Job Locations
    CA-AB-Calgary
    Category
    Information Technology
    Employment Type
    Full Time - Term
  • Company Overview

    At General Dynamics Mission Systems–Canada, Canada’s premiere defence company, innovation happens on a daily basis. We develop and deliver highly-complex leading edge technology, products and systems that make important contributions to our customer’s success in land, airborne, maritime and public safety applications. The challenges and opportunities are endless.The results – incredible.

     

    Our employees are exceptional. We are proud to employ more than 1,100 talented individuals across Canada. Working in a collaborative environment, our employees are encouraged daily to contribute their technical knowledge and expertise. Our employees are passionate, dedicated, and conscientious about the work they do which results in our ability to deliver the highest value, customized solutions in order to meet the most demanding requirements.

    Project/Program Overview

    The Desktop Support Technician is a member of a quick-response customer support team and works with clients over the phone and onsite to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. They will operate independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems. They will apply a broad and in-depth working knowledge of information technology products and services to various assignments and assist more experienced staff in the application of technical concepts, practices and procedures.

    Responsibilities

    • Ensures customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards
    • Serves as technical advisor, onsite and remote desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel
    • Act as a focal point for all IT problems experienced by the clients
    • Install new / rebuild existing systems and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with company standards and requirements
    • Results oriented approach with a demonstrated ability to think analytically, solve problems and identify opportunities
    • Ensures compliance with corporate policies in regards to security and use of equipment
    • Work with other IT teams to resolve issues and implement new technologies
    • Log all incidents into a ticketing system, including a description of the problem and the implemented solution
    • Maintain documentation for all systems, both procedure reports and intervention logs
    • Implement computer systems and modify existing applications based on users' needs and business requirements
    • Do follow-ups with the users and business partners to confirm that their needs have been met and to formulate recommendations that can optimize processes / procedures
    • Recommends means for system improvement including procedural steps, increased training, and enhanced documentation and propose optimization solutions to better support the clients
    • Assists more junior service desk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills
    • Performs other duties as requested

    Qualifications

    • Ability to work independently with general supervision.
    • Ability to work in high pressure, time critical environment.
    • Strong demonstrated analytical and creative problem solving skills
    • Strong troubleshooting skills with Windows OS, Intel based Servers, desktop/laptops and good knowledge of printers.
    • Ability to work on-call, extended hours / weekends when required.
    • Well organized to handle multiple concurrent tasks.
    • Good communication skills and keen attention to detail are essential
    • Strong interpersonal skills.
    • Remedy ticket management system experience
    • Computer literate with proficiency in information systems and software applications
    • Keen knowledge of the following systems :
      • Windows 7installation and deployment
      • Windows server 2008/2013/2016
      • Office 2010 installation and support
      • System Center Configuration Manager (SCCM) reports/ software automation
      • Printer Support
      • Citrix
    • Experience supporting a large organization (600+ computers)
    • 2+ years progressively responsible experience, demonstrating in-depth working knowledge with a broad range of desktop support technology and best practices 

     

    Minimum 10 year consecutive residence in Canada – for Canadian Secret Security Clearance
    Applicants will be required to obtain/hold a valid and current Canadian security clearance to gain access to the classified spaces, information and equipment in order to perform the work associated with this position.

     

    General Dynamics Mission Systems – Canada is committed to employment equity and diversity in the workplace.  Workplace accommodations are available.

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