Help Desk Support II

POSITION TITLE: Help Desk Technician II

LOCATION: North Bay, ON

Salary: $68,490 – $75,204 CAD Annually 

About the Position: The Help Desk Technician II is responsible in assisting MacLean Engineering employees at all locations with all help desk related activities including hardware and software support.

Duties and Responsibilities:

• Provide second level support for all hardware and software issues.
• Prioritize, respond to, and resolve escalated technical support requests in a timely manner.
• Setup and configure desktop computers, laptops, mobile devices, tablets, monitors, printers, and peripheral devices as required.
• Install and support standard software installations.
• Maintain and update IT related assets and perform periodic hardware audits.
• Travel to other MacLean branches as required.
• Effectively prioritize tasks and manage multiple support requests simultaneously.
• Assist in network troubleshooting in collaboration with the network team.
• Apply logical problem solving and troubleshooting skills to diagnose and resolve issues.
• Document common issues and solutions to support knowledge sharing and continuous improvement.
• Escalate complex technical issues to senior IT staff as appropriate.
• Communicate technical information clearly and professionally to non-technical users.
• Demonstrate the ability to work independently and collaboratively within a team environment.
• Strong organizational and time management skills.
• Meticulous attention to detail with consistent follow through.
• Willingness to learn and adapt to new technologies and processes.
• Support IT projects and perform additional duties as assigned by the Business Systems Supervisor.

Qualifications:  

Education and Experience 

• A+ certification an asset.
• Post secondary diploma or certificate in Information Technology, Computer Systems, or a related field preferred.
• Previous help desk, technical support, or related IT experience preferred (3-5 years).
• Proficiency with Windows operating systems and Microsoft Office applications.
• Solid understanding of networking concepts.
• Experience with Active Directory, Linux, Office 365, MDM solutions, SolidWorks, DraftSight, and Dynamics 365 an asset.
• Strong commitment to confidentiality and data security practices.
• Bilingual fluency an asset.

Working Conditions

• Office and Factory setting.
• Fast-paced, multitasking work environment.
• Required to wear PPE on shop floor.
• Onsite role with standard 8-hour shifts.

Planned Training

• HR Orientation
• HSE Orientation – Fire Suppression System
• Vivantio ticketing and asset system

Bona fide Occupational Requirements

• Must complete all required training
• Must possess a valid driver's license and clean driver's abstract

About Us: Founded in 1973 in Ontario, Canada, MacLean Engineering is the world's largest Canadian-based manufacturer of underground mining equipment. While continuing to expand both our product range and global footprint, we remain privately owned and committed to the founder's original design principles: safety, productivity, and enduring quality. Our company delivers mobile equipment solutions for both underground and surface mining, supported by unit-of-one manufacturing expertise and a global service network.

Driven by a strong commitment to safety, productivity, and customer support, MacLean serves mining operations worldwide through branches in Canada, the United States, Mexico, Peru, South Africa, and Australia. We operate five manufacturing facilities located in Collingwood, Owen Sound, Barrie, North Bay, and Mexico, and employ over 1,000 people across six countries and four continents. The next chapters of MacLean's mining innovation story are being written within the broad themes of electrification, automation, and digitalization of the global mining industry.

Our skilled tradespeople work in a safety‑first environment to build high‑quality components and equipment for the underground mining, municipal, environmental, and industrial sectors. Join MacLean and contribute to a legacy defined by innovation, craftsmanship, and meaningful impact.

We offer competitive wages and benefits including:

• 3 weeks' vacation annually
• Paid Overtime after 40 hours worked
• Flexible Group benefits Package (Once probationary period is completed)
• Voluntary DPSP (Deferred Profit-Sharing Plan) and GRRSP (Group Registered Retirement Savings Plan) (Once probationary period is completed)
• Annual Employee Bonus
• $250.00 Annual Safety Shoe allowance

Please note that employment with MacLean Engineering is contingent upon the successful completion of a background check conducted by our third-party provider, Sterling Backcheck. This process may include verification of employment history, education, and a criminal record check, depending on the requirements of the position. 

A clear and satisfactory result is required for all candidates prior to the confirmation of employment. 

MacLean Engineering & Marketing Co. Limited is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act

MacLean Engineering & Marketing Co. Limited will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.