IT Service Desk Agent

 Job Title: IT Service Desk Agent

Status: Contract (up to one year)

Education Level: High School Diploma plus up to one year of study in a related field or equivalent level of education

Base Location: Oshawa, ON

Temporary Work Location: Pickering, ON

Number of positions: 5

Shifts(s): Days

Travel: None

Deadline to Apply: June 12, 2024

Electrify your career and help build a brighter tomorrow. 

Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history. 

Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on -- and off -- the job. 

ACCOMMODATIONS 

OPG is committed to fostering an inclusive, equitable, and accessible environment where all employees feel valued, respected, and supported. If you require accommodation during the application or interview process, please advise us as soon as possible so appropriate arrangements can be made. 

If you require information in a format that is accessible to you, please contact AODA@opg.com 

This position is moving to OPG Corporate Headquarters: In Summer 2025, OPG will officially welcome employees to our new Corporate Headquarters located at 1908 Colonel Sam Drive, Oshawa, Ontario. This new space will enable teamwork, collaboration and innovation that will help us to achieve our mission to electrify life in one generation. This position will be temporarily based in Pickering, ON until the move to Headquarters in the Summer of 2025.

JOB OVERVIEW 

Ontario Power Generation (OPG) is looking for an excellent problem solver and results-driven professional to join our team in the role of IT Service Desk Agent to provide front-line service to end-users on software and hardware related problems.  

In this fast paced environment, you will provide level 1 troubleshooting on issues related to hardware/software, server, telecommunications, infrastructure and support in all Microsoft Window Operating Systems (Windows 10, Office 365, Azure). Working out of our IT Service Centre you will provide support to end users in multiple locations such as home, offices and remote offices.

This is an exciting opportunity to work in an environment where you will contribute to Ontario Power Generation’s continued growth and success in being Ontario’s low cost electricity generator of choice.

KEY ACCOUNTABILITIES   

• Diagnoses and troubleshoot technical issues with VPN, Citrix, desktops, laptops, mobile devices, network resources access, MS Office, MS Windows (Windows 10);
• Escalate critical issues to Level 2 agents and Supervisor when necessary;
• Routes contacts to internal and external support groups and follow-up on outstanding tickets and escalations;
• Provides one-on-one instruction on new applications and researches information for users on applications when necessary;
• Completes special projects or tasks assigned by the Supervisor;
• Deliver demonstrations of new software, equipment, and operational procedures, including installation and testing;

• Maintain an awareness of current system technology,

EDUCATION 

• High School Diploma plus up to one year of study in a related field or equivalent level of education
• Industry certificates i.e. A+, MCP’s Windows 10 MCSA, HDI & ITIL are an asset

QUALIFICATIONS 

• A minimum of 1-3 years of inbound IT Help Desk support experience, ideally in a utilities company setting
• Strong understanding of Microsoft 365 and Windows programs;
• Possess strong communication, customer service and interpersonal skills;
• Professional and polished phone manner and office etiquette
• Have a high comfort level with computers and technology;
• Good troubleshooting and problem-solving skills;
• SAP Knowledge and experience using Smart IT are considered an asset;
• Be eligible to work in Canada

The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct. 

What Makes a Career at OPG Different? 

As Ontario’s largest clean energy generator, we’re building, expanding, and innovating the equipment and technology that keeps Ontario powered with clean, reliable energy.  

At OPG, our values are our strengths. They are fundamental truths about our organization that don’t change:   

Safety – it’s our business 
Integrity – always lead with integrity 
Excellence – never satisfied with good enough  
Inclusion – working together for powerful outcomes 
Innovation - creativity accelerates possibility 

Here's why OPG might just be the ideal workplace for you: 

• Exceptional range of opportunities province-wide 
• Long-term career growth and development opportunities 
• Electricity is vital to the province and OPG’s clean electricity is helping decarbonize other sectors. 

Our promise to you: 

• We care about the safety and the well-being of our employees. It is our utmost priority. 
• A supportive work environment where you can be your best every day. 
• Opportunities to stretch and develop. 
• Offer different ways for you to give back to communities where we operate. 
• Partner with Indigenous communities and support local businesses. 
• We support employment equity, diversity and inclusion. 

Are you ready to start a career that has the power to electrify life on and off the job? Apply now. 

APPLICATION PROCESS 

Please submit your application online at https://jobs.opg.com/ by 11:59 PM E.S.T., June 12, 2024. OPG thanks all those who apply; however, only candidates considered for an interview will be contacted. 

OPG is committed to employment equity. As such, we encourage applicants from equity-seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities. 

In order to fulfill the above-mentioned purpose, priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.  

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