Job Description

Job Summary
We are seeking an IT Technician to join our team. Reporting to the IT Manager, the IT Technician provides front-line technical support to Greenstone Mine employees, contractors, and operations teams across plant, office, and camp environments. You will resolve end-user incidents and service requests, maintain endpoint health and site connectivity, and uphold cybersecurity and Sarbanes-Oxley (SOX)/IT General Controls (ITGC). The role blends classic Service Desk duties with the operational requirements of a large, industrial mining site (PPE areas, radio/LTE coverage, rugged devices, and OT-adjacent networks).
This is a full-time, on-site position based at the mine site and camp environments (Monday to Friday), with occasional shift rotation, weekend coverage, and on-call requirements.
Key Responsibilities

• Serve as the first point of contact via ServiceNow, phone, in-person requests, and email; triage, resolve, and/or escalate incidents and requests in line with SLAs.
• Provide Tier 1-2 support for Windows 10/11, macOS (as applicable), Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), printing, and common business apps.
• Support rugged laptops/tablets, field handhelds, and label/industrial printers used throughout the site.
• Deliver excellent customer service; communicate updates, workarounds, and ETAs clearly and professionally.
• Provision and de-provision user accounts (Active Directory [AD], Azure AD, and Entra ID), email, groups, and role-based access following least privilege and change controls.
• Image, deploy, and maintain endpoints using Intune/Autopilot (and/or Microsoft Endpoint Configuration Manager [MECM]), including baseline hardening, patching, and application packaging.
• Track hardware/software assets (ServiceNow CMDB), maintain accurate inventory, and manage loaner/spare pools.
• Perform routine health checks (disk, updates, AV/EDR status), and coordinate warranty/repairs with vendors.
• Troubleshoot basics of LAN/WLAN/VPN issues (DHCP/DNS, 802.1X, SSID onboarding), and hand off to Network team when needed.
• Support desk phones, softphones, Microsoft Teams Phone, and site radio/LTE devices in coordination with the Communications team.
• Support site printing, scanners, badge printers, and conference/AV systems (Teams Rooms).
• Follow cybersecurity procedures (EDR alerts, phishing triage, MFA issues, device quarantine workflows).
• Enforce SOX/ITGC controls (access approvals, evidence collection, ticket completeness, change references).
• Ensure data handling aligns with corporate policies, coach users on security best practices.
• Maintain and expand a high-quality knowledge base (KB articles, how-to guides, SOPs).
• Contribute to problem management (root cause notes), trend analysis, and service improvement plans.
• Participate in small IT projects (hardware refreshes, Wi-Fi audits, software rollouts, label printing standardization).

Required Experience and Skill Set

• Strong hands-on experience with Windows 10/11, Microsoft 365 administration basics (mailbox, groups, Teams), and Intune/Autopilot.
• Experience with Active Directory fundamentals (users, groups, password policies) and fundamentals of Azure AD/Entra ID.
• Experience with ticketing systems (preferably ServiceNow) and ITIL incident/request workflows.
• Experience with endpoint security tools (AV/EDR, disk encryption, BitLocker).
• Experience with networking (Fortinet/Cisco basics, WLAN onboarding, VLAN/DHCP/DNS troubleshooting).
• Experience with device management (MECM/SCCM), imaging, and software packaging.
• Experience with label/industrial printing (Zebra, BarTender) and handheld scanners.
• Experience with Teams Rooms/AV systems and conference room setups.
• 2+ years of experience in a Service Desk/IT Support role (Tier 1-2) in a multi-site or industrial environment.

Job Conditions

• Strong customer service skills.
• Strong documentation skills.
• Strong verbal and written communication skills.
• Demonstrated proficiency with mining software; experience with Datamine, Deswik, and Leapfrog is considered an asset.
• SAP experience is an asset.
• Mining company/mine site experience is an asset.

Certifications

• CompTIA A+.
• CompTIA Network+.
• Microsoft 365 Fundamentals or Associate.
• ITIL 4 Foundation.

Education

• Diploma or bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent experience.

Skills Required