Reporting to the Manager, Client Support, The Service Desk Technician is responsible for providing technical and non-technical support to Manitoba Liquor & Lotteries end users and external customers by following the incident management process, ensuring minimal impact on the business activity of the organization and the user. The incumbent will act as a single point of contact for users and user issues, receive automatic alarm notifications and respond by procedure, and provide initial triage of service issues and elevate as appropriate.

- Receive, record, classify, route, prioritize, resolve and close all incoming IT related support calls, automated system alerts, service requests, and capital project requests within prescribed time limits.
- Process all incidents, including monitoring, tracking and communication of all incidents, problems, and service requests through to completion.
- Assist end users with software applications, file access and hardware support as required.
- Image and prepare new workstations for deployment.
- Research technical and non-technical problems and resolve in a timely manner.
- Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents: recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
- Escalate and route Tier II or III support calls to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
- Work with external service providers to ensure that issues such as laptops, monitors, printers, meeting room equipment,



and other ITS equipment at all locations are dealt with in a timely manner.
- Work with licensees, vendors, suppliers and specialty wine stores and software that external customers could use offered by MBLL ensuring that all external issues are dealt with in a timely manner.
- Provide in office and remote ITS support for MBLL locations, remote staff as required.
- May provide on location support and prioritized executive & board level service for Tier 1 incidents and service requests.
- Perform Start of Day and End of Day procedures on all assigned systems.
- Follow up on incidents to ensure customer satisfaction.
- Coordinate communication of all planned and unplanned failures and outages to MBLL stakeholders.
- Assist store employees with network outages (reboot of router, switch and DSL equipment)
- Create and modify procedures as required.
- Monitor systems and network parameters (includes network for stores), and communicate failures and outages to impacted parties and leadership
- Assist with onboarding new employees and contractors to MBLL (Setting up system access, provisioning hardware, setting up multifactor authentication).
- iPhone support, configuration, setup, and troubleshoot.
- Assemble, set up, image and install software on POS registers.




- Coordinate banking information with external parties (e.g., Payment Provider, American Express, Financial institute).
- Monitor POS registers and pin pads on a regular basis.
- Coordinate and deploy ITS equipment for new and renovated stores.
- Serve as a member of the weekly stand by 7-day rotation group.
- Provide Service Desk support to team members and leadership in resolving all issues when on standby support.
- Verify and send out all required critical emails and messages promptly to appropriate groups and parties.
- Update any documentation for standby procedures.
- Follow all standby procedures when addressing issues during standby
- When on call rotation, must maintain availability and ability to respond to calls within prescribed timelines of receiving them 24 hours a day, 7 days a week, including holidays.
- Escalate all issues as per standby documentation and procedures.
- Modify and delete accounts for all assigned systems.
- Manage new administration accounts for all assigned systems.
- VoIP administration (configuring phones, number extension setup and assignment, voicemail account administration, account setup)
- User Access Audit Reports – setup, process, and complete the user access audit reports for critical MBLL systems.
- Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
- Update the inventory database with additions of assets under the management of this position.
- Place asset tags on new IT equipment and record in the inventory database.
- Other related duties as assigned.

- Completion of a reco

📌 Service Desk Technician (Canada)
🏢 Cambrian College
📍 Canada