Hybrid Technical Support Agent

at Desjardins

• Job title: Technical Support Agent
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Levis, Canada

About the role

• Technical Support Agent managing the caisse's computer systems and providing technological support to users. Responsible for administration, maintenance, and user training regarding IT systems.

Responsibilities

• Perform MIC platform administration tasks (e.g., shutting down and starting servers, verifying automated system operations, managing access groups, maintaining backup units and recovering files).
• Perform basic network tasks (e.g., resetting passwords, configuring new users, performing routine maintenance procedures).
• Manage computer hardware and technology systems and equipment (e.g., desktops and laptops, printers, telephone systems, office phones, mobile phones and alarm systems).
• Produce and send reports regarding issues encountered and perform follow-up actions.
• Compile various statistics and other data on compliance with service standards.
• Inform the Help Desk Services team of changes required for computer equipment, as needed.
• Carry out activities related to systems and technology equipment (e.g., activation, configuration, maintenance and repair).
• Assess equipment needs, propose solutions and procedures for acquisition and disposal, and perform follow-up activities.
• Serve as an IT and technology resource for users.
• Support users in optimizing their use of systems and equipment, diagnose and propose solutions to problems encountered, escalate more complex issues and follow up.
• Develop and propose basic training activities for users of computer and technological equipment and systems.
• Participate in planning and implementing activities required for deploying and upgrading desktop systems.
• Ensure the application of standards, procedures, guidelines and recommendations related to computer security.
• Oversee all activities related to the flow of technical information necessary for the platform’s smooth operation.
• Manage and update various web and platform applications, profiles, standardized groups and user IDs.
• Manage licenses for various applications (e.g., PALTrak network, Expert module) and related costs.

Requirements

• College diploma in a related field
• Minimum of one year of relevant experience
• Knowledge of French is required
• Understanding of the philosophy and fundamentals of financial services cooperatives
• Knowledge of information security policies, legislation, standards and ethics as they relate to caisse operations, the business centre and the Federation
• Knowledge of procedures and methods related to the caisse's computer equipment
• Knowledge of service standards

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement for health and wellness expenses and telework equipment