Desktop Support Technician

Location: Vancouver, BC, Canada Employment Type: Contractor Workplace Type: Hybrid About our Vancouver Office Located in the heart of downtown Vancouver, between the Pacific Ocean and the Coast Mountains, Teck’s Corporate Office sits in one of Canada’s most culturally diverse cities.  Surrounded by world-renowned nature and globally inspired cuisine, the office brings together many of Teck’s corporate functions - all working toward Teck’s purpose of providing the essential resources the world relies on. Role Overview 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! Key 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 5+ years of recent…