IT Support Analyst

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.

Timmins, Ontario

5x2

This position involves leading projects, managing specialized systems, and ensuring IT solutions drive safety, productivity, and sustainability. This position is expected to be able to troubleshoot and investigate issues at a deeper, more specialized level and collaborate closely with IT specialists in Networking, Cybersecurity, Systems Administrators, and more. This position requires the ability to identify opportunities for improved efficiency, cost savings, and working collaboratively with the rest of the IT team to implement continuous improvement efforts.

• 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, extended network Knowledge , servers, Microsoft Office products, Microsoft Teams.
• 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 elevate 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 to support.

• 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.
• Network Support Tier1 Fortinet, Palo Alto, Cisco.
• Support and maintain Solar Winds and other monitors tools.

• 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.
• Support and Maintenance of network equipment.
• Network Inventory Control, diagrams and flowchart.

• 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.
• Monitor and maintain the performance of network, 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.
• Support, maintenance, updates, patches for network equipment.
• Support Site Projects with new developments.

• 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, projects.
• Work with any global/regional support personnel or external stakeholders/vendors in order to resolve issues.

• The support technician may need to work in challenging conditions, potentially involving physical demands and travel to different sites within the mining operation.
• The technician will be expected to be comfortable working in-field should IT technology require in-person support. The “field” includes but is not limited to:
  Processing plants, Control Rooms, Underground maintenance shops/offices, warehouses, Effluent Treatment plants, and more.
• Strong focus on performing tasks safely and performing workplace inspections/hazard identification prior to starting work in a new or unfamiliar area.

• In-depth knowledge of the troubleshooting process
• Relevant 2-3 year degree in a related field (IT, Computer Science, Mining)
• Valid "G" driver's…