Desktop Support Technician

Closing Date: March 25, 2025

Teck is a leading Canadian resource company focused on responsibly providing the metals essential for global development and the energy transition while caring for the people, communities and land that we love.

Teck's two regional business units, North America and Latin America, oversee Teck's assets through all phases of safe, sustainable development, operation and closure. The business units are supported by enterprise-wide functions that set strategic direction, establish standards and provide governance, as well as supporting the business through shared services, centres of perfection and business partnering.

Reporting to the Team Lead, End User Computing, the Desktop Support Technician is responsible for delivering day-to-day Site Support services at Teck’s Vancouver office. This role provides Tier 2 support for internal company hardware and software, along with occasional Tier 1 support. The technician will offer both face-to-face and remote technical support for computers, applications, and related technology while collaborating with various business partners at the head office and across Teck’s business divisions!

Develop your career with one of Canada's Top 100 Employers and join our team! 

Responsibilities

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Deliver an outstanding client experience by representing Teck’s Digital Systems department in a professional, courteous, and service-oriented manner
• Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards
• Collaborate with vendor support teams to troubleshoot and resolve technical issues
• Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems
• Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications
• Conduct user training on hardware and software standard processes
• Recommend and implement system upgrades to maintain performance and longevity
• Coordinate hardware and software procurement by working with internal procurement teams
• Assess user requirements to establish appropriate technology solutions
• Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions
• Document incident and request history in the ticketing system
• Maintain IT security policies and standard processes within the local network
• Develop and update Knowledge Base articles to support internal documentation
• Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management
• Advance complex issues to appropriate IT teams while ensuring resolution
• Coordinate third-party technical support when necessary and follow up on outstanding issues.
• Collaborate with business partners to understand and address IT support needs

Qualifications

• 2–4 years of recent experience as Tier 2 support within a corporate office environment
• Demonstrated interpersonal skills with a customer service orientation focused on quality and results
• Excellent verbal, written, and presentation skills
• Experience supporting Mac OS and Apple products in an enterprise environment including iOS-based mobile devices in an ActiveSync environment
• Familiarity with JAMF, NoMAD, Apple Enterprise Connector, and InTune on Mac is an asset
• Strong knowledge of Windows, Office and Microsoft 365 suite
• Experience supporting users on Exchange Online
• Outstanding troubleshooting and problem-solving skills
• Proficiency contributing to incident management and ticketing systems (ServiceNow preferred)
• Good understanding of computer hardware, software, networking, and remote support tools
• Solid understanding of client-server networking systems
• Experience providing VIP/executive-level support is a significant asset
• Experience with multi-function Xerox printers (AltaLink models preferred)
• Familiarity with Azure Online, SCCM, Active Directory, and Desktop Authority is an asset
• Experience with Microsoft Intune is a plus
• Background in customer service or hospitality is helpful

Why Join Us

At Teck, we offer more than just a job – we provide a pathway to personal and professional enrichment. With captivating projects set against stunning backdrops, a culture of inclusivity and collaboration, and boundless opportunities to learn and grow, joining us means embracing a fulfilling and dynamic career adventure.

Teck employees receive access to our total rewards program and comprehensive benefits package that promote physical, mental, financial, and emotional well-being. This includes but is not limited to:

• Annual Performance Bonus
• Profit Share Plan
• Health Spending Account 
• Personal Spending Account
• Extended Health Care 
• Dental and Vision Care
• Employer Paid Pension Plan
• Life Insurance and Disability Coverage
• Paid Sick Leave, Vacation and Holidays
• Virtual Telemedicine and additional support for overall well-being
• Employee and Family Assistance Program (EFAP)     

Salary Range: $73,000 - $90,000 

The actual base salary offered is determined based on the successful candidate’s relevant experience, skills, and competencies and considers internal equity.

About Teck