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DNA Genotek: Information System Technician

DNA Genotek

This is a Full-time position in Ottawa, ON posted July 20, 2021.

POSITIONOVERVIEW:The Information Systems Technician provides help desk and technical operational support for employees and systems globally.

He/she provides level 1/2 End User IT help desk services supporting application systems, global operations and remote sales force.

The Information Systems Technician is responsible for the daily monitoring and scheduling services for operational systems and batch applications.

They will also be responsible for regular reports and self-audits related to IT General Controls.

The Information Systems Technician acts as a key source of information and experience for the entire department.

As a result, he/she must have the ability to communicate with varying audiences including non-technical team members of company.RESPONSIBILITIES:Ensures all user requests (phone, email, self-service) are addressed in a timely manner as it meets the IT department prescribed service levels (may be internal or external measures)Utilizes IT incident and request tracking system to ensure timely issue resolution, escalation and reportingTroubleshoots, researches and resolves hardware and software incidents while providing end users appropriate support.

This may include escalating to hardware/software vendorsPerforms security access requests and audit reporting to support IT general controls compliance Assists Level 2/3 Support teams in prioritization of technical problemsPerforms user maintenance as relates to network access and building securityActs as the single point of communication during “priority” incidents, coordinating internal and external technical resources to resolve the issue; documents actions and changes that were made to resolve the issue in the incident management systemProvides landline phone administration (move, add, change) Assists network/system administrators in support of servers, network and other devices Communicates outage status and systems notifications to company management and employees Participates as a project team member in IT projectsProvides feedback on commonly encountered incidents (problems) to enhance user documentation and/or training programs (knowledge management)Provides “on call” after hour/weekend support for critical issuesProvides follow up on open support incidents; works to ensure problems and requests are resolved to end user satisfactionPerforms other duties as assigned with or without accommodationEXPERIENCE:EDUCATION: High school diploma required BA/BS Degree preferredEXPERIENCE:Minimum of three (3) years of experience working on a IT Support desk team and/or computer operations role supporting end users and IT systems Experience with contemporary Service Management software (Remedy, ServiceNow, TrackIt, etc.) Skills/Competencies: Fluent in EnglishExcellent English writing and presentation skillsExcellent English communication skills IT Process (e.G., ITIL) experience and training User Account management such as user-id creation, password resets, etc.

Support experience with Windows based desktops/laptops, mobile devices (Apple, Android), tablets, etc.

PC based application products such as Exchange, Office 365, Microsoft Office, Windows 10, Web Browsers SAP GUI client Basic knowledge of networking, including remote user VPN client connectivity support Experience with remote desktop tools for PC’s and servers Batch Job Process Monitoring System Backup Monitoring Understanding of Data Center facility systems – UPS, Generators, Power and HVAC Phone administration (moves, adds, changes)Strong Customer Service skills Outstanding ability to learn new applications and technologies Ability to successfully communicate with and direct internal and external resources to ensure timely issue resolution Detail oriented Escalate and direct issue resolution with team members and external vendors Demonstrates a strong drive for results Ability to coordinate multiple tasks Collaborates productively as a team memberAt DNA Genotek, we are committed to building and preserving an accessible, welcoming, supportive, fair, and inclusive environment.

Accommodations are available to support prospective employees during the recruitment and hiring process.

Should you require any accommodations, please advise us in advance so that we can work with you to find a suitable accommodation.