Service Desk Agent

Position Title: Service Desk Agent

Hours: 8 hours per day, Monday to Friday, variable 

Contract: Permanent

Location: Remote, head office in Ayr, Ontario

Reason for Vacancy: Replacement

DriverCheck does not use AI in any part of our recruitment process. 

The primary focus of the Service Desk Agent is to aid internal and external users with their issues and requests related to the technology they use. This includes both our proprietary web-based software platform (E2) and other technology tools in use by DriverCheck.

KEY ACCOUNTABILITIES

• Provide first level technical support to DriverCheck users for all types of technical inquiries, service requests and issues involving computers, applications/systems, and tools;
• Identify problems and issues, research solutions, and guide users through corrective actions;
• Improve references by writing and keeping up-to-date documentation;
• Participate in development of client training programs by finding learning gaps and opportunities;
• Troubleshoot and diagnose issues with users to uncover underlying problems;
• Perform administrative and configuration tasks in the systems to ensure correct operation, as well as privacy and security compliance;
• Aid on the conceptualization and design of new workflows using available technology to solve current and new business needs;
• Run commands to fix errors and document auditable trail;
• Produce listings and reports;
• Participate on Quality Assurance Activities, like Test Cases execution and User Acceptance Testing for new solutions to be supported;
• Document and supply feedback about innovative solutions to Digital Solutions teams.

Health and Safety:

• Demonstrate commitment to health and safety;
• Set a standard of performance and behaviour (lead by example);
• Enforce health and safety standards and positively reinforce good behaviour;
• Ensure incidents are reported and investigated, and that corrective actions are taken;
• Comply with applicable legislation

QUALIFICATIONS

Education & Experience

• Minimum 1 year experience in information technology or technical support role;
• CompTIA A+, Microsoft and Azure certifications a plus;
• College or University Diploma in Computer Science, Information Technology or related field required.

Knowledge, Skills & Abilities

• Excellent problem-solving skills, logical thinking, and attention to detail;
• Ability to work in a collaborative team environment;
• Extensive familiarity with Windows operating systems;
• Working knowledge of web-based software;
• Strong interpersonal, verbal communication, listening and questioning skills;
• Ability to clearly explain and translate technical problems to customers and colleagues;
• Knowledge of network technology and protocols (TCP/IP, HTTP, FTP);
• Strong organizational and time management skills with the ability to manage multiple tasks under tight timelines

What we offer:

• FAMILY focused culture
• Excellent Training Program
• Supportive continuous learning environment
• Competitive wage and benefits program 

If you want to work in an environment that is positive, challenging, and safe; where your contributions are valued, this role may be right for you.

DriverCheck is committed to creating an accessible environment for our employees and potential employees; we will attempt to make appropriate accommodations throughout the entire recruitment process. Accommodations are made upon request.