Position Purpose Summary

The IT Support Analyst II is responsible for providing technical support and troubleshooting services to employees across mine sites and administration offices. The role supports the operation and maintenance of end-user computing devices, software, business applications, network connectivity, and IT infrastructure in both office and operational environments. The incumbent works closely with internal stakeholders and external vendors to ensure reliable technology services that support business operations.

NOC 22221

Responsibilities

• Troubleshoot and resolve technical issues over a wide variety of IT technical disciplines in both IT and OT environments. Including but not limited to: computer hardware, laptops, desktops, mobile devices, printers, plotters, peripherals, Microsoft 365 applications, Microsoft Teams, video conferencing systems, and other business technologies;
• Provide technical guidance and support to users via telephone, email, chat, in-person, while maintaining a high level of customer service;
• Diagnose, reproduce, investigate, and resolve hardware, software, and connectivity issues using technical knowledge and documentation, knowledge bases, and vendor resources;
• Escalate complex or unresolved technical issues to senior technical resources or specialized support teams as required;
• Provide guidance and training to end users regarding software applications, systems, hardware operation, and technology best practices;
• Manage onboarding and offboarding activities, including account provisioning, access management, and deployment of technology equipment;
• Administer user accounts, permissions, software licensing, and access controls in accordance with company policies;
• Provide support for business systems, networks, internet services, and remote access technologies;
• Maintain accurate records of service requests, incidents, troubleshooting activities, and resolutions;
• Create and maintain technical documentation, user guides, and knowledge base articles to support self-service and operational efficiency;
• Support the deployment, configuration, maintenance, and replacement of computing devices and peripheral equipment;
• Perform proactive maintenance activities, software installations, upgrades, updates, and mass software deployments;
• Collaborate with internal IT teams, operational stakeholders, and third-party vendors to implement technology solutions and resolve technical issues;
• Support technology systems in both office and operational environments, including remote and mining site locations;
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Skills, Qualifications and Demonstrated Competencies

• Diploma or degree in Information Technology, Computer Engineering Technology or Computer Science;
• Minimum 2 years of experience providing end-user technical support
• Experience supporting Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and enterprise productivity tools;
• Experience supporting Active Directory account administration, password management, access controls, and user provisioning;
• Demonstrated experience troubleshooting hardware, software, network connectivity, DNS, DHCP, VPN, mapped drives, and remote access issues;
• Experience deploying, configuring, maintaining, and troubleshooting laptops, desktops, monitors, printers, and other end-user technology devices;
• Minimum certification requirement: CCST IT Support, CompTIA A+, or another recognized IT support certification demonstrating foundational knowledge of technical troubleshooting, hardware, software, operating systems, networking, and end-user support;
• Experience maintaining technical documentation, knowledge bases, and incident management records;
• Experience supporting users in a mining, industrial, operational technology (OT), manufacturing, or other field-based operational environment is a strong asset;
• Strong customer service, communication, analytical, troubleshooting, and problem-solving skills;
• Ability to travel to operational sites as required;
• English written and spoken is required.
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Compensation and Benefits

Competitive Total Compensation Package including:

o Health, Dental, Life, AD&D, Disability, Healthcare and Wellness Spending Accounts, Virtual care and Employee and Family Assistance Plan;

o Defined Contribution Pension Plan;

o Short Term Incentive Plan;

o Annual salary CAD $87,000 to CAD $90,000 to be reviewed and potentially increased annually;

Workplace Conditions

• Based in Timmins, Ontario with frequent travel to mine sites, operational facilities, and regional offices.
• Attention to work issues in the evening or on the weekend required.

Contact Information

Email: info@discoverysilver.com

Phone: 416-613-941