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Help Desk Specialist

Énergie Valero Inc. - Raffinerie Jean-Gaulin

This is a Contract position in Montreal, QC posted June 19, 2022.

Valero is the best-in-class producer of essential fuels and products that are foundational to modern life. The world requires reliable, affordable and sustainable energy and we see this as an opportunity. Our 10,000 employees work together as a team to relentlessly pursue excellence; embrace the highest standards of safety and responsible operations; leverage our creativity and technical expertise to solve challenging problems; care about our employees and the communities where we work and live; and recognize integrity is critical to our ongoing success. The Valero Help Desk is the primary group with which the Valero user community interacts with the Valero I/S organization. As a Help Desk Specialist, you will be responsible for the first call technical support of the Valero employee personal computer and application environment (computers, software, applications, e-mail, intranet…). In this role, you will receive and troubleshoot technical issues, problems & requests from the Valero user community via different mediums such as telephone calls & email. You may also be required periodically to participate in the support of projects affecting the personal computer environment in the form of testing, deployment and communication. Main responsibilities Act as first point-of-contact for all IT related problems and/or requests from the Valero user community received in the form of telephone calls, emails, other. The primary focus of this position is the Valero Canada environment. However, during a fixed period of the day, it is additonally required to support Valero’s global operations (US/UK). Troubleshoot and resolve personal computer and user application related problems/requests using Valero’s incident ticketing system. In occasional urgent circumstances, perform the troubleshooting/support in person. Perform above tasks with excellent customer service and courtesy. Escalate tickets beyond the scope of the Help Desk to other Valero IT support teams. Verify & monitor open incident queues and follows up with customers and other support personnel as required. Maintain and grow a knowledgebase of technical procedures and troubleshooting articles to be used in the technical support of the user community. Provide support in the form of testing, deployment and communications for various IT projects touching the user community at large. Report any issues having potential impact on Valero’s operations to the Manager, IT Infrastructure. Technical degree (or higher) with three (3) years of experience or more in Computer Science, Engineering, Information Technology, or related field Fully bilingual (written and oral) (French and English) Advance knowledge of the Microsoft office programs such as: Word, Excel, PowerPoint, Outlook, and Skype Advance understanding of remote access technologies such as: Remote Workstation, VPN, Exchange ActiveSync Adapts to working in pressurized situations Providing a high level of technical support Providing an excellent customer service Strong communication skills Being proactive