IT Service Desk Agent

Ontario Power Generation

Overview

Ontario Power Generation (OPG) is looking for an excellent problem solver and results-driven professional to join our team in the role of IT Service Desk Agent to provide front-line service to end-users on software and hardware related problems.

In this fast paced environment, you will provide level 1 troubleshooting on issues related to hardware/software, server, telecommunications, infrastructure and support in all Microsoft Window Operating Systems (Windows 10, Office 365, Azure). Working out of our IT Service Centre you will provide support to end users in multiple locations such as home, offices and remote offices.

This is an exciting opportunity to work in an environment where you will contribute to Ontario Power Generation’s continued growth and success in being Ontario’s low cost electricity generator of choice.

Specific Skills

A minimum of 1-3 years of inbound IT Help Desk support experience, ideally in a utilities company setting
Strong understanding of Microsoft 365 and Windows programs;
Possess strong communication, customer service and interpersonal skills;
Professional and polished phone manner and office etiquette
Have a high comfort level with computers and technology;
Good troubleshooting and problem-solving skills;
SAP Knowledge and experience using Smart IT are considered an asset;
Be eligible to work in Canada

Responsibilities

Diagnoses and troubleshoot technical issues with VPN, Citrix, desktops, laptops, mobile devices, network resources access, MS Office, MS Windows (Windows 10);
Escalate critical issues to Level 2 agents and Supervisor when necessary;
Routes contacts to internal and external support groups and follow-up on outstanding tickets and escalations;
Provides one-on-one instruction on new applications and researches information for users on applications when necessary;
Completes special projects or tasks assigned by the Supervisor;
Deliver demonstrations of new software, equipment, and operational procedures, including installation and testing;

Maintain an awareness of current system technolog

Job Nature

Contract, Full Time

Educational Requirements

High School Diploma plus up to one year of study in a related field or equivalent level of education
Industry certificates i.e. A+, MCP’s Windows 10 MCSA, HDI & ITIL are an asset

Experience Requirements

1 - 3

Job Location

Ontario

Other Benefits

Here's why OPG might just be the ideal workplace for you:

Exceptional range of opportunities province-wide
Long-term career growth and development opportunities
Electricity is vital to the province and OPG’s clean electricity is helping decarbonize other sectors.

Our promise to you:

We care about the safety and the well-being of our employees. It is our utmost priority.
A supportive work environment where you can be your best every day.
Opportunities to stretch and develop.
Offer different ways for you to give back to communities where we operate.
Partner with Indigenous communities and support local businesses.
We support employment equity, diversity and inclusion.