Service Desk Agent II

Who We Are: Dominion Voting Systems is a technology company that develops and supports election systems for government customers in Canada, the United States, and abroad. We have set ourselves apart with a commitment to customer service, transparency, and innovative technology.

Why You Should Join Our Team: We are committed to providing a positive, casual, and flexible work environment focused on teamwork, innovation, and promoting from within. We offer comprehensive compensation packages that include competitive salaries, bonus incentives, company paid benefits, retirement matching, and support for training & continuing education. 

Position Summary:  Perform maintenance, software installation, and end-user support and training tasks to ensure workstations and network performance meet company and user needs.  Manage the ticket queue and support staff on all company-supported applications. Troubleshoot computer problems and recommend appropriate solutions. 

Job Responsibilities: 

• Serve as the first point of contact for users seeking assistance over the phone or via ticketing system. 
• Monitor ticket queue and quickly triage requests for front line resolution or assignment to other resources.  
• Perform remote troubleshooting through diagnostic techniques and pertinent questions. 
• Investigates user problems and determine the best solution based on details from the user. 
• Educate users on best practices related to computer and application usage. 
• Record problems, requests, and resolution activities within ticket logs. 
• Provide follow-up to ensure user requests are resolved. 
• Onboard new employees with required equipment for job function and provide helpful information in regard to access and usage of systems. 
• Administers end-user workstations and supports end-user activities.  
• Installs, configures and maintains company laptops, printers, and other related equipment, devices and systems.  
• Provide excellent customer service. 
• Identify, suggest, and implement improvements for our users and internal processes. 
• Performs and/or oversees software and application installation and upgrades.  
• Troubleshoots networks, systems and applications to identify and implement resolution.  
• Setup & configure AV equipment, TV's, security cameras, and office & conference room hardware. 
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network. 

Job Qualifications: 

• Undergraduate degree in Information Systems, Technology, or similar 
• Minimum of 3 years of IT Help Desk experience 
• Experience with Office 365 Administration  
• Experience with Jira Service Desk and Confluence or similar ticketing and knowledgebase platforms  
• Windows 11 & MAC Operating System support  
• Experience with Okta or similar IDP/SSO platforms 
• Note: Canadian work experience is not required. Equivalent international education, training, and experience will be considered.

Knowledge, Skills, & Abilities: 

• Ability to communicate technical information to nontechnical personnel.  
• Ability to install, configure and maintain personal computers, networks and related hardware and software.  
• Knowledge of computer and/or network security systems, applications, procedures and techniques.  
• Ability to identify and resolve basic computer system malfunctions and operations problems.  
• Skill in organizing resources and establishing priorities.  
• Excellent verbal and written communication skills.  
• Ability to learn and support new systems and applications. 

Physical Requirements: 

• Frequently required to sit, stand, walk, talk, hear, bend and reach.  
• Ability to reach with hands and arms.  
• Occasionally lift and/or move up to 50 pounds.  

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderately quiet. The work environment is primarily indoors. The position generally does not travel but may occasionally be asked to travel for election support.  

This position is located in our Toronto, ON office and is a hybrid position with four days (Monday through Thursday) in the office. 

The expected pay range for this position is $24.00 to $30.00 per hour, depending on experience. The role is also bonus and benefits eligible. This posting is for an existing vacancy. 

Artificial intelligence will not be used during portions of the recruitment and selection process, including application screening, assessment, or candidate evaluation.

We are committed to providing accommodations throughout the recruitment process in accordance with applicable human rights and accessibility legislation. Applicants requiring accommodation are encouraged to notify Human Resources.

Dominion Voting Systems is an Equal Opportunity Employer.