Deskside Technician

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Requisition #:  J0413-0553

Position Title:  Deskside Technician

Department:  Information Technology Services

Employment Type:  Full-time

Position Type:  Term, one year with possibility of extension or of becoming regular

Location:  234 Wellington Street

City, Province:  Ottawa, Ontario

Country:  Canada

Job Category:  Information Technology

Number of Positions:  0

Date Posted:  April 16, 2013

Closing Date:  April 23, 2013

Salary Range:

The Bank offers a competitive total compensation package with starting salaries, based on qualifications, generally ranging between $61,588 and $72,457* (job grade 15).
*Where the Bank has needs for specialized skills, it may offer higher starting salaries to exceptional candidates.

Take a Central Role at the Bank of Canada:

Canada's central bank is the nation's pre-eminent macroeconomic policy institution. No other employer in the country offers you the unique opportunity to work at the very centre of Canada's economy, in an organization with significant impact on the economic and financial well-being of all Canadians. No matter what your area of expertise, you'll enjoy an open culture and a superior work environment that will challenge, energize, and motivate you to excel. (More info)

Job Summary

The Deskside Technician (Intermediate) provides second-level service-desk, tier 2 desktop and first-level server and administration support to internal Bank clients. This position provides a high level of technical support, including VIP support, to ensure the successful delivery of the Bank’s desktop-related solutions. The Deskside Technician also provides a high level of customer satisfaction through the effective delivery of multiple technology-support activities. This position provides technical leadership within the following areas: second-level Service Desk (hardware and software), first-level server support and administration, network printer configuration and support, telephony support, and specialized software tool support.

Central Responsibilities:

• participate in technical design, development and creation of new standards
• perform analysis and documentation of business and technical requirements
• provide second-level investigation and diagnosis for hardware and software issues
• install, move or set up, and provide ongoing support and troubleshooting assistance to all staff regarding computer (desktop, laptop and/or peripherals), printer, telephony (telephone, cellphone and fax) and issues related to handheld devices
• operate video conferencing equipment feeding to multiple areas
• provide deskside support for calls that cannot be resolved over the telephone or via remote management
• assist the Service Desk for vacation and break coverage by acting and performing as the single point of contact
• install and configure software
• carry out network printer configuration and support
• resolve uncommon client issues (second-level issue resolution); analyze, resolve and document local/remote user technical issues and service requests in a timely manner and in compliance with IT service procedures, including complex hardware and software problems associated with desktop, laptop PCs and peripherals
• provide technical problem-solving guidance and advice to users
• assist the Senior Deskside Technician with VIP service and support
• provide input in the creation and ongoing maintenance of a knowledge base of technical issues
• provide input supporting standards, guidelines and documentation
• deliver high-quality customer service to users within service levels
• provide on-the-job training to colleagues and clients
• participate in Service Desk continuous improvement initiatives
• provide support to project initiatives related to the Bank’s desktop environment

Key Requirements:

• college diploma or university degree in a technology-related field or an equivalent combination of education and experience
• minimum of four years of relevant IT experience
• minimum of three years of recent experience in second-level IT Service Desk support or an operations environment
• English and French essential
• linguistic requirement: functional in second official language (training will be provided to help the selected candidate reach the required level of fully functional)
• expert experience in executing Incident and Problem Management
• advanced Microsoft knowledge of and experience in Desktop and Office tool support
• intermediate knowledge of UNIX, Windows and Storage
• basic experience in troubleshooting TCP/IP network environment


• Condition of employment: Candidate must be eligible for reliability status.
• Priority will be given to candidates who are legally entitled to work in Canada.
• There will be no relocation assistance provided for this recruitment action.
• On-call work with the possibility of shift work or a variable schedule based on operational needs may be required.
• The Bank of Canada benefits from the unique perspectives, attributes and talents of its diverse workforce. We offer flexibility to accommodate the needs of our employees and candidates. The Bank of Canada is committed to employment equity and actively encourages applications from qualified men and women, including Aboriginal peoples, persons with disabilities, and members of visible minorities.
• Only the candidates selected for an interview will be contacted.

If you are a qualified candidate, please submit a detailed resumι and a covering letter by 23 April 2013. We will also ask you to complete a mandatory questionnaire during the application process.

Sorry, this job is no longer available.

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