Service Desk Specialist

The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming, horseracing, and cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

Are you passionate about collaborating in a dynamic, team-oriented environment with a strong focus on customer service? The AGCO has an exciting opportunity for you! The Information and Information Technology (I+IT) Division is seeking a Service Desk Specialist (‘Specialist’) to join the Service Desk Team within the Digital Platforms and Cybersecurity Branch.

Reporting to the Manager, Service Desk, the Specialist will play a key role in supporting end-user computing operations and contributing to departmental and enterprise projects. As part of the Service Desk team, you will provide frontline support and assistance to AGCO staff, addressing issues related to end-user hardware and software. Your responsibilities will include deploying and tracking hardware, rolling out software and operating systems, and coordinating with vendors for hardware service requests.

The ideal candidate will continuously seek opportunities to enhance performance, service quality, and user experience, all while adhering to AGCO's operational policies, procedures, and compliance standards. You will also contribute to the implementation of new technologies in alignment with AGCO projects and IT best practices. Additionally, you will create and maintain critical documentation, such as build books and operating and maintenance procedures.

The ideal candidate will have:

• Minimum of 3 years of experience in a technical support role within an enterprise environment.
• Proven expertise in Microsoft 365, Microsoft Endpoint Manager, Windows Autopilot, and Identity Management tools (Active Directory, Azure Active Directory).
• Advanced knowledge of operating systems, hardware, software, network peripherals, MFP printers, and TCP/IP protocols.
• Proficiency in Windows 10 and Windows 11 operating systems is required.
• Exceptional problem-solving skills with the ability to research, recommend, pilot, and implement effective solutions.
• Strong customer service mindset with a sense of urgency in resolving issues.
• Familiarity with ITIL processes, including incident, service request, problem, and change management.
• Excellent interpersonal, verbal, and written communication skills, with the ability to interact professionally across all levels of staff, business partners, and vendors.
• Ability to manage multiple projects and work effectively both independently and within a team environment.
• Certification in related technologies is an asset.
• Valid Ontario Class "G" Driver’s License with a clean driving record.
• Flexibility to participate in rotational on-call duties and perform maintenance tasks outside of regular business hours.
• The successful candidate must be eligible to work in Canada and will be subject to a criminal background check.

The AGCO is an inclusive and equal opportunity employer. The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code. Disability related accommodation during the recruitment process is available upon request.