Desktop Support
Job ID: 9191
Working Business Language: English.
Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.
The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $58, 000- $65, 000. Candidates with salary expectations outside of the range are still encouraged to apply.
About Us
This role requires you to be physically onsite in a Wawanesa office. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB;
The Wawanesa Mutual Insurance Company ("Wawanesa Mutual"), founded in 1896, is one of Canada's largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,600 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. To learn more, visit wawanesa.com.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
Working under general supervision, this role supports Wawanesa's endpoint devices by providing second level technical support and assistance. The role performs maintenance activities throughout the Manitoba region to keep the desktop platform current, secure and stable.
Job Responsibilities
- Provides general troubleshooting for hardware, software, printers, mobile devices, and phone related issues, in accordance with established service levels.
- Provides timely user account support and troubleshooting for various applications.
- Follows pre-defined processes to complete service requests.
- Executes hardware lifecycle process (procure, deploy and dispose).
- Images and configures computers on a timely basis.
- Assists with moves of all IT related equipment inclusive of computers, peripherals, phones and printers.
- Maintains functionality of office machines, such as audio/visual equipment, UPS, security cameras, etc.
- Executes workstation recovery events including issue resolution and providing guidance to staff during disaster recovery events.
- Performs system maintenance activities, including application patching and backups.
- Works with others, both internally and externally, to complete requests and issues in a productive and courteous manner.
- Uses sound judgement to review and escalate issues as required.
- Communicates progress and escalates for assistance.
- Maintains ticket creation/retrieval to ensure accountability and accurate follow-up, escalating when necessary.
- Makes suggestions for process updates or changes for efficiency.
- Protects client data and privacy.
- Performs other duties as assigned.
Qualifications
- Obtained or currently pursuing post-secondary technical certification. Experience may substitute for education or certification.
- At least 1 year (preferably 3 years) experience working in a diverse enterprise technology environment with a focus on strong customer service.
- Basic skills in solving Microsoft Windows and Microsoft Office issues.
- Experience with deploying and supporting mobile technologies such as Apple and Android devices.
- Experience with diagnosing desktop hardware issues.
- Knowledge of supporting printer hardware and software.
- Knowledge of networking and telephony platforms.
- Working knowledge of Microsoft Windows and Microsoft Office suite.
- Ability to lift up to 30 lbs. on a daily basis.
- Requires high mobility throughout several buildings or branches, including the ability to meet the physical demands of lifting, squatting, bending and pushing carts with heavy equipment.
- Requires a flexible work schedule to be available on-call outside of normal business hours and handle calls in a phone queue. This includes evenings, weekends, and holidays as needed to address urgent matters and support business operations.
- A valid driver's license is required to travel by car regularly to different locations within the local area.
- Good communication, negotiation and customer service skills with the ability to clarify and ensure understanding.
- Good organizational skills by prioritizing and reprioritizing tasks appropriately.
- Ability to maintain professionalism and decorum, while multi-tasking in a fast paced and detail-oriented atmosphere.
- Ability to work collaboratively with team members and share knowledge.
- Ability to maintain confidentiality when working with sensitive data.
- Basic troubleshooting and problem-solving skills.
- Good time management and attention to detail to ensure completion of tasks in an accurate and timely manner.
- Basic knowledge of ITIL processes is considered an asset.
Wawanesa is proud to be one of Manitoba's Top Employers, a Kincentric Best Employer in Canada and a Forbes Best Employer in Canada recognizing an exceptional place to work!
Diversity, Equity, Inclusion & Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people - this is supported by having a representative workforce.
We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.
We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to jobs@wawanesa.com.
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