Senior Help Desk Operator

Job summary

The Senior Help Desk Operator provides second-level technical support and operational oversight for Help Desk services across all offices. This role involves managing complex incidents, mentoring front-line staff, and governing end-user computing and connectivity processes.

Job details

Agricorp is looking for a Senior Help Desk Operator to join the Network & Infrastructure Services group within Agricorp’s Information & Technology Services division. The Network & Infrastructure Services group is responsible for providing the appropriate infrastructure to support Agricorp’s information technology needs. THE ROLE The Senior Help Desk Operator is responsible for providing second‑level technical support and operational oversight for Help Desk services across Agricorp offices. This role focuses on ownership of complex incidents and requests, service quality, process governance, and mentorship of front‑line support staff. In this role, you will: * Own Help Desk tickets from intake through resolution, ensuring appropriate prioritization, documentation, escalation, and stakeholder communication * Resolve and coordinate complex hardware and software incidents and service requests, acting as the primary escalation point for first‑level Help Desk Operators * Provide service oversight for end‑user computing environments, including desktops, laptops, and mobile devices, ensuring adherence to established support standards Develop, maintain, and continuously improve Help Desk processes and operational documentation * Act as a mentor and second‑level escalation resource for first‑level Help Desk Operators, supporting skill development and consistent application of priority and resolution standards * Coordinate and govern end‑user connectivity services, including internet and mobile platforms, access approval workflows, and escalation support for complex access‑related incidents * Maintain and oversee software inventory and lifecycle standards, ensuring supported versions, licensing awareness, and alignment with organizational requirements Job Status: Permanent full-time (posting for an existing vacancy) Salary: $58,208 - $68,480 Work status: Full time in office Location: Guelph, Ontario QUALIFICATIONS * Diploma in Information Technology (IT) or equivalent combination of education and experience * Minimum 5 years’ experience providing end‑user IT support in a structured service desk environment, including responsibility for complex issue resolution and escalation * Strong working knowledge of Microsoft Office, Windows Operating Systems, Active Directory, and core internet technologies * Advanced understanding of standard desktop, laptop, and peripheral configurations, including troubleshooting of complex hardware and software issues * Solid conceptual understanding of networking principles and IP-based connectivity, sufficient to diagnose and escalate connectivity‑related issues * Experience working within incident, request, and access management processes; familiarity with ITIL‑aligned environments considered an asset * Knowledge of SCCM Current Branch or comparable endpoint management tools considered an asset KEY COMPETENCIES * Communication – Consistently communicates information in a clear, concise, and timely manner to optimize audience understanding. * Critical judgment, decision-making and problem solving – Makes the best decision, in a timely manner, based upon a combination of analysis, knowledge, experience and judgement. * Initiative – Proactively identifies and handles issues and situations to take action; seizing opportunities when they arise. * Quality Focus – Attends to the task at hand to minimize errors; reviews own work prior to distribution. * Efficiency – Effectively plan and organize time and resources to prioritize work to effectively meet objectives. * Analytical thinking – Uses facts and available information to develop logical assumptions. * Client focus – Meets the expectations of internal and external customers through establishing effective relationships, gaining trust and respect. BACKGROUND Agricorp, an agency of the government of Ontario. Agricorp delivers government programs. These programs help protect the livelihood of over 47,000 Ontario farmers against the many risks farm businesses face every day. Our employees are skilled professionals who respond when industry and government need us, manage public funds with great care and integrity, and deliver a quality customer experience. Agricorp helps grow Ontario agriculture. We underwrite $6-8 billion in risk each year. The agency was established in 1997, and since then we’ve made over $8 billion in payments to farmers when they needed it most. APPLY ONLINE PLEASE SUBMIT YOUR APPLICATION FOR THIS POSITION BY OCTOBER 29, 2026. WE THANK ALL APPLICANTS FOR THEIR INTEREST; HOWEVER, ONLY THOSE SELECTED FOR AN INTERVIEW WILL BE CONTACTED DIRECTLY.

What you’ll do

The Senior Help Desk Operator provides second-level technical support and operational oversight for Help Desk services across all offices. This role involves managing complex incidents, mentoring front-line staff, and governing end-user computing and connectivity processes.

Requirements

Candidates must possess a diploma in Information Technology and at least 5 years of experience in a structured service desk environment. Proficiency in Windows environments, Active Directory, and hardware/software troubleshooting is required.

Listed skills

• Incident Management · Preferred
• Mentorship · Preferred
• Active Directory · Preferred
• Communication · Preferred
• Microsoft Office · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Incident management
• Service desk
• Hardware troubleshooting
• Software troubleshooting
• Active Directory
• Windows Operating Systems
• Microsoft Office
• Network connectivity
• ITIL
• SCCM
• Mentorship
• Process governance
• Lifecycle management
• Communication
• Analytical thinking
• Management
• Governance
• Problem Solving
• Troubleshooting (Problem Solving)
• Technical Support
• Workflow Management
• Prioritization
• Decision Making
• Stakeholder Communications
• Information Technology
• Customer Service
• Analytical Thinking
• Help Desk Support
• Underwriting
• Endpoint Management
• Agriculture
• Internet Protocols Suite

Job areas

• Technology
• Customer Service & Support
• Government & Public Sector
• Administrative
• Help Desk Operator
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists