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Job summary

Provide technical support and resolve hardware, software, connectivity, and business technology issues for employees across mine sites and offices. Administer user accounts and devices, maintain service records and documentation, and coordinate with IT teams, operational stakeholders, and vendors to support reliable technology services.

Job details

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. Location: Dome Schedule: 4 x 3 Position Purpose Summary The IT Support Analyst II is responsible for providing technical support and troubleshooting services to employees across mine sites and administration offices. The role supports the operation and maintenance of end-user computing devices, software, business applications, network connectivity, and IT infrastructure in both office and operational environments. The incumbent works closely with internal stakeholders and external vendors to ensure reliable technology services that support business operations. NOC 22221 Responsibilities Troubleshoot and resolve technical issues over a wide variety of IT technical disciplines in both IT and OT environments. Including but not limited to: computer hardware, laptops, desktops, mobile devices, printers, plotters, peripherals, Microsoft 365 applications, Microsoft Teams, video conferencing systems, and other business technologies; Provide technical guidance and support to users via telephone, email, chat, in-person, while maintaining a high level of customer service; Diagnose, reproduce, investigate, and resolve hardware, software, and connectivity issues using technical knowledge and documentation, knowledge bases, and vendor resources; Escalate complex or unresolved technical issues to senior technical resources or specialized support teams as required; Provide guidance and training to end users regarding software applications, systems, hardware operation, and technology best practices; Manage onboarding and offboarding activities, including account provisioning, access management, and deployment of technology equipment; Administer user accounts, permissions, software licensing, and access controls in accordance with company policies; Provide support for business systems, networks, internet services, and remote access technologies; Maintain accurate records of service requests, incidents, troubleshooting activities, and resolutions; Create and maintain technical documentation, user guides, and knowledge base articles to support self-service and operational efficiency; Support the deployment, configuration, maintenance, and replacement of computing devices and peripheral equipment; Perform proactive maintenance activities, software installations, upgrades, updates, and mass software deployments; Collaborate with internal IT teams, operational stakeholders, and third-party vendors to implement technology solutions and resolve technical issues; Support technology systems in both office and operational environments, including remote and mining site locations; Skills, Qualifications And Demonstrated Competencies Diploma or degree in Information Technology, Computer Engineering Technology or Computer Science; Minimum 2 years of experience providing end-user technical support Experience supporting Microsoft Windows operating systems, Microsoft 365 applications, Microsoft Teams, and enterprise productivity tools; Experience supporting Active Directory account administration, password management, access controls, and user provisioning; Demonstrated experience troubleshooting hardware, software, network connectivity, DNS, DHCP, VPN, mapped drives, and remote access issues; Experience deploying, configuring, maintaining, and troubleshooting laptops, desktops, monitors, printers, and other end-user technology devices; Minimum certification requirement: CCST IT Support, CompTIA A+, or another recognized IT support certification demonstrating foundational knowledge of technical troubleshooting, hardware, software, operating systems, networking, and end-user support; Experience maintaining technical documentation, knowledge bases, and incident management records; Experience supporting users in a mining, industrial, operational technology (OT), manufacturing, or other field-based operational environment is a strong asset; Strong customer service, communication, analytical, troubleshooting, and problem-solving skills; Ability to travel to operational sites as required; English written and spoken is required. Compensation And Benefits Competitive Total Compensation Package including: Health, Dental, Life, AD&D, Disability, Healthcare and Wellness Spending Accounts, Virtual care and Employee and Family Assistance Plan; Defined Contribution Pension Plan; Short Term Incentive Plan; Annual salary CAD $87,000 to CAD $90,000 to be reviewed and potentially increased annually; Workplace Conditions Based in Timmins, Ontario with frequent travel to mine sites, operational facilities, and regional offices. Attention to work issues in the evening or on the weekend required. Contact Information Email: info@discoverysilver.com Phone: 416-613-941 Competitive Total Compensation Package Including Health, Dental, Life, AD&D, Disability, Healthcare and Wellness Spending Accounts, Virtual Care and Employee and Family Assistance Program; Company contributions and matching into a Defined Contribution Pension Plan; and Annual total compensation of CAD$87,000 to CAD90,00 (including annual bonus eligibility). This posting is for an existing vacancy at Discovery Silver. We thank all candidates in advance. Please note, only those candidates selected for an interview will be contacted. Discovery Silver welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), aboriginal (Indigenous) persons and persons of any gender identity and sexual orientation. Discovery is committed to a positive, supportive, and inclusive environment. Please note that we use artificial intelligence tools to screen applications and assess qualifications and selected candidates will be contacted by a human for an interview.

What you’ll do

Provide technical support and resolve hardware, software, connectivity, and business technology issues for employees across mine sites and offices. Administer user accounts and devices, maintain service records and documentation, and coordinate with IT teams, operational stakeholders, and vendors to support reliable technology services.

Requirements

Requires a diploma or degree in information technology, computer engineering technology, or computer science, at least two years of end-user technical support experience, and a recognized IT support certification such as CCST IT Support or CompTIA A+. Candidates should have experience with Windows, Microsoft 365, Active Directory, end-user devices, networking and remote access troubleshooting, and strong customer service and communication skills.

Benefits

• Health Insurance
• Dental Insurance
• Life Insurance
• Accidental Death and Dismemberment Insurance
• Disability Insurance
• Healthcare Spending Account
• Wellness Spending Account
• Virtual Care
• Employee and Family Assistance Program
• Defined Contribution Pension Plan
• Short-Term Incentive Plan
• Annual Bonus Eligibility

Listed skills

• Customer service · Preferred
• Incident Management · Preferred
• Microsoft Teams · Preferred
• DHCP · Preferred
• Active Directory · Preferred
• Microsoft 365 · Preferred
• DNS · Preferred
• Troubleshooting · Preferred
• Account Administration · Preferred
• VPN · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Troubleshooting
• Microsoft Windows
• Microsoft 365
• Microsoft Teams
• Active Directory
• Account Administration
• Hardware Support
• Software Support
• Network Connectivity
• DNS
• DHCP
• VPN
• Remote Access
• Incident Management
• Customer Service

Job areas

• Technology
• Customer Service & Support