Job Type: Full-Time Vacancy Status: This posting is for an existing Vacancy The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. We are looking for a customer service-oriented Service Desk Technician to provide technical support to users in an efficient and accurate manner. As the first line of support for IT, you will solve technical problems and provide support for all assigned areas.

The goal is to ensure service excellence is maintained to the standards set forth by the Alterna.

Service Desk

Technicians are responsible for ensuring satisfaction in every step of problem resolution. This includes tracking detailed information about each service need in an incident management system and documenting in the incident management system as they as they troubleshoot the reported problem. Make recommendation for improving Service Desk support services Acquisition & Deployment Conduct research on computer products in support of PC procurement and development efforts.

Evaluate and recommend hardware and potential software products for purchase. Write technical specifications for purchase of PCs, networking hardware and related products. Field incoming support requests from end users via both telephone, instant messaging and e-mail in a courteous and professional manner.

Update end-user data and produce activity reports Utilize excellent customer service skills and exceed expectations Preserve and grow your knowledge of service desk procedures, products and services Record, track, and document the Service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Access software updates, drivers, knowledge bases,



and frequently asked questions resources on the Internet to aid in and improve upon problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading Alterna’s standard desktop hardware and software, implementing file backups, and configuring systems and applications. Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed. Liaise with, and provide training and support to, end users and staff on computer operation and other issues.

Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment. Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to Service requests. Assist and contribute to the development of help sheets and frequently asked questions lists for end users.

If necessary, liaise with third-party support and PC equipment vendors. Travel to branches and remote locations as required Excellent technical knowledge of network and PC hardware Extensive experience with desktop operating systems - Windows & Mac OS Robust desktop application support experience with MS Office 365 Fluency with AV Equipment, Azure, Active Directory (AD), Ticketing Tools (Freshservice an Asset)



Working technical knowledge of current network protocols, operating systems, and standards Able to read and understand technical manuals, procedural documentation, and OEM guides. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Travel to branches and remote locations as required Come into central home office as per our hybrid model, 4 days a week or as required. Lifting and transporting of moderately heavy objects, such as computers, devices, and peripherals. As the first full-service, member-owned cooperative financial institution outside Quebec, Alterna Savings shares its expertise with 217,000 members through a network of 46 branches across Ontario, as well as call centre and digital channels.

Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the Allpoint Network in the US. Alterna offers a fast-paced, impactful work experience in an organization that cares about doing good. For over 110 years, Alterna has been creating financial services that transform lives for the better, all while giving back to our community.

We are incredibly proud of our corporate culture, where everyone works together towards a common goal, the financial wellbeing of our members and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for seven years running.

- Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact the recruiter to let us know how we can accommodate you. #

📌 Service Desk Support - Overnight Analysts (Ottawa)
🏢 Alterna
📍 Ottawa