IT Support Analyst II

Discovery is an Americas-focused precious metals company with a diversified portfolio. Our Mission is to deliver sustainable value for all stakeholders by operating in a safe and responsible manner and having a positive impact on local communities.

Located in and around the City of Timmins, Ontario, Porcupine has two underground and one open pit mines. A continuous operation for over 100 years that provides a great work-life balance. Employees from diverse backgrounds are empowered through engagement, involvement, and growth opportunities in the workplace.

Timmins, Ontario

2 positions available
5x2

IT Support Analyst II, in the mining sector, supports users with technical issues, diagnoses and resolves hardware, software, and network problems, and provides training. Responsibilities include managing support requests, updating IT documentation and knowledge bases, assisting with IT equipment deployment, managing ticket queues and meeting KPIs/SLAs, and maintaining user accounts and IT asset inventories. This role requires strong problem‑solving, customer support, and communication skills to ensure smooth technology operations in a demanding mining environment.

• Troubleshoot and resolve technical issues over a wide variety of IT technical disciplines in both IT and OT contexts at a basic level. Including, but not limited to; computer hardware (laptops, desktops, peripherals), software, video conferencing equipment, network ports, servers, Microsoft Office products, Microsoft Teams, printers, plotters, and more.
• Provide technical guidance and support to users via phone, email, in person, or via internal chat programs (Microsoft Teams)
• Diagnose problems, reproduce issues, and implement solutions using user guides and technical manuals.
• Be the first line to identify and escalated major issues as required.

• Offer advice and training to users on how to effectively use technology.
• Answer questions and provide guidance on software features and hardware usage.
• Provide onboarding services for new employees.

• Provide first level support for business systems, network infrastructure, and internet services.
• Assist with managing user accounts, permissions, and software licenses.
• Base knowledge of routing and switching principles is an asset.

• Maintain a log of problems and their corresponding solutions for future reference.
• Create and maintain documentation to assist users to self‑serve problem resolution for common simple issues (password resets, connecting to VPN, accessing basic company resources).

• Manage and update user profiles and system access based on company policies for new hires and terminations.
• Perform proactive maintenance on IT systems to ensure their continued smooth operation.
• Assist with the ordering, deployment, and setup of IT equipment like workstations, printers, and peripherals.
• Monitor and maintain the performance of computer systems and software.
• Perform mass software deployments, changes, or uninstalls as technology standards evolve and new versions of software are adapted by the business.

• Escalate complex or unresolved issues to other IT personnel or specialized teams.
• Collaborate with other IT teams to implement new systems, software updates, and security measures.
• Work with any global/regional support personnel or external stakeholders/vendors in order to resolve issues.

• In‑depth knowledge of the troubleshooting process
• Valid "G" driver's license
• Relevant 2‑3 year degree in a related field (IT, Computer Science, Mining)
• Able to independently research in order to resolve novel or uncommon issues/errors.
• Comfortable taking apart, replacing parts, and re‑assembling laptops, desktops, printers, plotters.
• Strong grasp of IT best practices in regards to privileged account management, computer/printer settings, access control, and more.
• Comfortable performing first‑line troubleshooting on novel solutions or technologies.
• Proficient customer service skills, including the ability to manage frustrated end‑users.
• Minimum Certification…