IT SERVICE DESK
IT SERVICE DESK
The Port of Prince Rupert is located on the scenic North Coast of British Columbia. As Canada’s second largest West Coast port, the Port is strategically situated on the Pacific Rim, with the deepest natural harbour in North America and direct connections to the North American continent by CN Rail’s network reach. Its facilities include modern, high-throughput coal and grain terminals, two cruise terminals and an innovative, intermodal container terminal anchoring the fastest and most reliable trade corridor on the West Coast.
Prince Rupert is home to amazing wildlife and wilderness adventures, unique history and cultural experiences, and the spectacular scenery of the rugged Coast Mountain Range and the Great Bear Rainforest. Easily accessible by air, rail, cruise ship, ferry or car, Prince Rupert’s attractions include First Nation cultural works of art, fine North Coast galleries and boutiques, parks and walking trails, restaurants, and coffee shops. A balanced lifestyle might include enjoying a round of golf on the golf course or spending time out on the water kayaking, fishing, or taking in the scenery. Reasonable housing costs, organized sports, volunteer opportunities, modern recreation facilities, community groups and festivals all contribute to a comfortable and fulfilling lifestyle for those living in this community.
Watch video clip of Prince Rupert at: https://vimeo.com/259248722
Functions as PRPA’s first line of internal support as the service desk lead.
MAJOR POSITION ACCOUNTABILITIES
- Ensures that PRPA’s service desk is operated in an efficient and organized fashion, meeting internally agreed upon service level agreements (SLA’s).
- Supports the IT Infrastructure Administrator in monitoring and coverage for network, system, and cloud backups.
- Escalates Incident and Service Requests to the relevant internal support group when appropriate.
- Maintains the Configuration Management and Application Database with respect to end user facing documentation.
- Lead for all office technology deployments, from planning and scoping, supporting the Manager, IT in defining the requirements, and liaising with the IT & Digital Business Function(s) on capacity and growth issues.
- Manages the administration of all mobile devices, both PRPA owned and BYOD.
- Manages end user desktop telephones inventory and deployment, configuration, and training.
- Works predominantly in an office environment.
- Regular, full-time position (37.5 hours per week). Regular working hours are Mondays to Fridays, 8:00 AM to 4:30 PM with 1 hour lunch break (unpaid).
- Able to physically lift up to 50 lbs.
- Willing to leave the office and go out into the field occasionally in support of better understanding incidents.
- College Diploma in IT/ICT
- Completion of some Professional Technical Certifications (i.e. Modern Desktop Administrator Associate, VMware VCA, CompTIA A+, etc.)
- ITIL Foundation Certification (ISO/IEC 20000-1 Service Management would be considered)
- ITIL Intermediate Certification considered an asset
- 3 to 5 years’ recent experience in providing support to a small IT infrastructure (less than 250 users/computers). Good understanding of ITIL v4.
- Exemplary customer service and organizational skills.
- Above average attention to details, and a desire to record and track key metrics.
- Strong experience utilizing operating system deployment tools like MDT or AutoPilot.
- Strong understanding of the difference between an incident and a service request.
- Good understanding of root cause analysis.
- Demonstrated experience in writing technical documentation for both non-technical and technical users.
- Able to understand, comply with and promote all Company policies, procedures, and processes.
- Able to meet deadlines and work in a high paced environment with little supervision.
- Able to manage all sensitive data in a confidential and professional manner.
- Willing to provide support to others within the department and to assist with interdepartmental tasks.
- Actions, dialogue, and ideas impact PRPA’s culture in a positive manner.
- Open-minded regarding improvements and suggestions.
- Skilled at problem solving and risk/incident management.
- Able to obtain security clearance under Transport Canada’s Security Clearance Program
- Possesses minimum valid Class 5 Driver’s Licence
Individuals of Indigenous descent are strongly encouraged to apply.
Interested candidates are requested to submit their application in confidence by Friday, October 15, 2021 to:
Director, Human Resources
Prince Rupert Port Authority
200 – 215 Cow Bay Road
Prince Rupert, B.C., V8J 1A2
Fax: (250) 627-8980
No telephone inquiries please.
Other career opportunities
Vice President, People, Performance & Culture
The Vice President, People, Performance & Culture will be responsible for leading the organizational development that supports the growth of both employees and the organization. This role reports to the President & CEO regarding development and implementation of people strategy, policies, practices, and programs for employment, recruitment, compensation, benefits, and employee development.
The Vice President, People, Performance & Culture will enforce compliance to labour laws and regulations pertaining to staff and will lead organizational development by building the right capability and capacity to adapt and change to achieve greater effectiveness through internal strategies, structures, capabilities, processes, and systems.
Prince Rupert, British Columbia.
PRPA is open to considering a hybrid model for the right candidate, which would include a mix of an in-office and remote environment.
‒ Provide strategic leadership and consulting support to company executives and management for setting people-driven strategic plans and goals aligned to PRPA’s Corporate Strategic Plan.
‒ Participate in planning for strategic training and organizational talent development.
‒ Develop, maintain, and administer employee performance planning and evaluation systems.
‒ Oversee compensation programs to ensure regulatory compliance and competitive salary levels.
‒ Ensure adherence to organization policy for promotions, filling new positions, upgrading existing positions, and processing annual salary adjustments.
‒ Ensure all supervisors and managers are equipped with the skills required to provide effective staff performance management.
‒ Consult with supervisors and managers on issues pertaining to employee performance.
People policies, business practices, and guidelines
‒ Ensure all Human Resources policies, programs, and practices are compliant with applicable labour legislation.
‒ Develop and implement best practices in people policies and procedures.
‒ Ensure people processes and practices are streamlined and robust to ensure efficiency, accuracy, and confidentiality.
Continuous Improvement/Business Transformation
‒ Participate in streamlining business processes to ensure efficiency in the organization.
‒ Provide change management strategies for organizational development.
‒ Lead cross functional teams to deliver key projects related to continuous improvement in areas such as process & systems, document management, and decision-making rights.
‒ Accountable for addressing risks identified in the Port’s risk register.
Recruitment and retention
‒ Create company strategic recruitment and retention plan, including setting of equal opportunity and diversity goals.
‒ Ensure the attraction, motivation, and retention of a competent workforce which meets the current and future needs of the organization.
‒ Develop and implement appropriate job design/analysis programs to ensure internal equity.
‒ Ensure the depth and capability of the organization is managed by developing and implementing an integrated succession planning program which includes deliberate hiring and selection, assessment of individual potential, professional development, and retention of the talent pool.
‒ Advise the organization on appropriate compensation and benefits strategy and philosophy.
‒ Align the Port’s compensation and benefits with its business plan and long-term strategy.
‒ Ensure external competitiveness by participating regularly in external compensation and benefits surveys.
Organizational culture strategy
‒ Assess company culture and employee morale and provide recommendations on changes to accomplish company goals and objectives.
‒ Lead the efforts to develop a workplace which is inclusive, welcoming, and professional.
‒ Implement organizational diversity programs which embraces workforce diversity and make diversity intentional.
‒ Actively seeks out employees to develop and promote trust and team spirit in the organization.
‒ Proactively collaborate with managers to minimize employee relations concerns, work performance issues, and employee complaints.
Human resources management
‒ Assess and make recommendations for outsourced HR services.
‒ Develop and manage annual budgets for HR and perform periodic cost and productivity analyses.
‒ Ensure confidentiality of employee files, all salary information, disability information, personal issues, terminations, recruitment information, and health benefit data.
‒ Evaluate procedures and technology solutions to improve human resources data management and ensure adequate staff related data management systems are in place.
‒ Recommend and maintain an organizational structure and staffing levels to accomplish company goals and objectives.
‒ Maintain knowledge of industry trends and employment legislation and ensure compliance.
‒ Supervise the staff of the Human Resources Department including Health & Safety.
‒ Participate on committees and special projects.
FIRST YEAR SUCCESS
‒ Ensure human resources alignment within PRPA by developing and operationalizing a clear strategic vision to realize PRPA’s growth goals.
‒ Demonstrate strong leadership, business acumen, and influencing skills to optimally position the PRPA workforce to achieve the organizations strategy on schedule and within budget, by leading and influencing HR functional teams and the broader leadership group.
‒ Foster a deep, trusted relationship with PRPA’s leadership team and members of the organization so the individual is seen as the ‘go to’ for the tough, high-level strategic HR issues, ensuring that Human Resources is a valued player at the table.
‒ Develop an understanding and appreciation for the industry, culture, organizational dynamics, current situation, and strategic objectives of PRPA.
A leader in their field, the successful candidate for the Vice President, People, Performance & Culture will possess a combination of the following education, skills, knowledge and experience, leadership competencies and personal characteristics to add value as a key member of the Prince Rupert Port Authority leadership team.
EDUCATION / CERTIFICATIONS
‒ Bachelor’s degree in Human Resource Management, Business Administration, Commerce or other related discipline.
‒ An MBA and/or professional CPHR designation or equivalent would be considered an asset.
SKILLS, KNOWLEDGE, AND EXPERIENCE
‒ 10 to 15 years of relevant experience
‒ Minimum 3 years in a leadership position in a company of a similar size required.
‒ Demonstrated ability to manage HR strategy, organizational development, and change.
‒ Demonstrated knowledge of design, development, and implementation of compensation administration plans and benefit programs.
‒ Able to analyze and assess training and development needs.
‒ Able to analyze and re-engineer operations, procedures, formulate policy as well as develop and implement new strategies and procedures.
‒ Demonstrated knowledge of continuous improvement and lean management methodologies.
‒ Effective presentation and communication skills, both written and verbal, in order to communicate with all levels of the executive team and individuals at all levels of the organization.
‒ Politically and culturally sensitive.
‒ Able to provide leadership and support for managers to enable them to properly manage their employees to drive results and achieve top performance.
‒ Computer literacy, including effective working skills of MS Word, Excel, PowerPoint required.
‒ Able to build and maintain lasting relationships with corporate departments, and other internal and external stakeholders.
‒ Excellent time and project management skills.
‒ Strong problem identification and problem resolution skills.
‒ High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reasons, or facts.
‒ Strong morals and ethics, along with a commitment to staff privacy.
‒ Developer: Attracts, hires, and retains top talent; continually elevates performance by leveraging constructive feedback, accurate assessment of individual capabilities, coaching, and development opportunities to improve self and others.
‒ Relater: Purposefully builds positive working relationships internally at all levels as well as alliances and partnerships externally by fostering trust, collaboration, and teamwork; demonstrates sensitivity and openness to others’ views; uses EQ to adapt interpersonal style to relate well to others.
‒ Strategist: Uses foresight, environmental awareness and thought leadership to create a compelling vision for the future and develop distinctive strategies to achieve desired business outcomes; fosters new ways of thinking and drives needed change to transform the business.
‒ Professional and polished, this individual must have the presence required to work closely with and command respect from both internal and external members of the organization.
‒ Flexible and nimble, this individual must be broad in their thinking, amenable to differing opinions, and able to make recommendations and adapt to the go-forward approach decided upon at the executive leadership table.
‒ Engaging, inspirational, and motivational, this individual must be seasoned as a Human Resources professional, able to create effective programs in support of business objectives.
‒ With excellent judgment, this individual must be able to assess situations and read audiences as well as demonstrate the ability to identify priorities and emerging issues.
‒ Hands-on, this individual must take a hands-on approach as a leader who can guide and contribute to the implementation of effective, standardized programs in support of business.
Send resumes or nominations as soon as possible to:
office number: 1 604 629 7159
office number: 1 403 537 5678
office number: 1 604 629 7153
office number: 1 604 629 7158