Help Desk Specialist

Secure Your Future in the Modern Mineral Rush: Stability for Every Life Path

Mining is entering a new rush era; there is no doubt about it. As the world pivots towards electrification, the demand for copper and other essential minerals has reached an all-time high, making this one of the most stable and high-paying sectors globally. For experienced individuals, this industry offers a unique opportunity not only to contribute your existing expertise but to truly become a master of your domain. It is a high-impact environment that fuels your professional development while providing the powerful economic engine needed to achieve your personal goals. Whether you are seeking a reliable foundation to raise a family or the financial freedom to pursue personal passions and travel, the stability of this sector ensures your hard work translates into a rewarding future for years to come.

Why Hudbay?

Hudbay provides the metals the world needs. We work sustainably, transform lives and create better futures for communities. We live this purpose every day.

At Hudbay, we offer more than just a career – we offer a century of proven resilience. Founded in 1927, we are turning 100 next year and we intend to be here for another 100 years. With long-life operations and exploration opportunities in Canada and Peru, and a world-class growth pipeline in the United States, we provide the rare peace of mind that comes from working with a company built for the long term. We foster a values-based culture that prioritizes caring and dignity, providing continuous coaching and the internal mobility to transition between technical roles, operations, or corporate support. By joining our global team, you aren't just securing a position, you are joining a multicultural community that respects your life outside of work and invests in your potential to lead and make a positive impact on the next century.

Purpose of Role:

Reporting to the IT Manager, The Help Desk Specialist is Responsible for Tier 1 and 2 software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge databases and call tracking databases to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.   

Role Accountabilities:

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support.
• Track route and redirect problems to correct resources.
• Maintain IT employee time and attendance
• Walk business users and peers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Perform user, mobile, telephone, and computer provisioning activities to deliver desktop services to business users.
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure of incidents
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services
• Act as the first tier of support function and escalate to higher tiers or third-party service providers where applicable and appropriate.
• Maintain the currently high levels of IT user satisfaction from BCBU Hudbay employees. 
• Perform procurement activities for technology requests and stock items for manager approval
• Perform contract renewals to ensure that no risks or gaps in services occur.

Qualifications:

• 3 to 5 years of professional experience providing both remote and onsite IT support for high-user count organizations.
• Experience in complex system administration tasks, including user provisioning and software deployment across distributed networks.
• Enterprise Networking: Strong knowledge of network troubleshooting (TCP/IP, DNS, DHCP) and wireless connectivity in complex environments.
• System Administration: Proficient in user support and backend administration within Active Directory, Azure, and O365 environments.
• High-Density Support: Deep understanding of managing IT services for large-scale organizations with 100+ users across multiple locations.
• Infrastructure Hardware: Advanced knowledge of server/workstation hardware, enterprise mobile devices, and remote connectivity solutions.

Other skills:

• Enterprise Directory Services: Proficient in Active Directory and Azure/O365 for user account management and security.
• Networking Fundamentals: Solid understanding of TCP/IP, Wi-Fi standards (802.11), and physical layer media (Fiber/Cat6).
• Infrastructure Hardware: Deep knowledge of Dell/HP enterprise hardware and Mobile Device Management (MDM) enrollment processes.
• IT Security: Familiarity with device hardening, MFA, and identifying social engineering or phishing threats.
• Technical Troubleshooting: Ability to perform root-cause analysis for Tier 1 and 2 software and hardware incidents.
• Customer Service: Strong communication skills to assist diverse business users, ranging from office staff to mine operators.
• System Provisioning: Skilled in the rapid deployment (onboarding) of workstations, mobile devices, and telecommunications gear.
• Ticketing Systems: Proficient in managing workload and documentation through ServiceNow.
• Possess a valid Class 5/7N British Columbia driver’s license and have access to personal transportation.

Working Conditions:

• Capable of managing a high volume of requests and prioritizing tasks in a fast-paced environment with a large user base.
• Must be able to lift up to 50 pounds and strictly follow mine-site safety protocols, including wearing full PPE when working in the field.
• Experienced in operating at sites where vendor lead times are long, requiring self-sufficiency and creative problem-solving.
• Ability to travel between the central office and remote mine sites (Core Shack, Metering sites) to provide hands-on technical support.

Compensation

At Hudbay we pride ourselves in providing our employees with a competitive total rewards package.

• Expected Compensation: Base salary $79,920.00 - $84,360.00 CAD per year
• Competitive extended benefits and RRSP contributions through Manulife
• Participation in a percentage-based Production Bonus
• Regular performance appraisals to acknowledge our employees for their contributions, strengths and work well done

Vacancy Status: This posting is for an existing vacancy.

AI Disclosure: Artificial Intelligence is not used to screen, assess, or select applicants; however, Hudbay may use automation for administrative processes.

Notice to Candidates & Fraud Alert

Our Recruitment Process & Accessibility

We sincerely appreciate the time and effort you put into your application. Due to the high volume of interest we receive, we are only able to contact candidates who are selected to move forward in the recruitment process.

Hudbay is committed to providing an inclusive, barrier-free, and accessible candidate experience. If you require any accommodations at any stage of the recruitment process, please notify us within your application so we can support your needs.

Important Fraud Protection Notice

Hudbay values your security and privacy. Please be aware that all official communications from our recruitment team will only ever come from an authorized @hudbayminerals.com email address. Hudbay will never ask for money, banking information, or sensitive personal data (such as Social Insurance Numbers or passport details) during the application or interview process. If you receive a request for financial payment or personal data from someone claiming to represent Hudbay, please treat it as fraudulent and do not respond.

Notice to Recruitment Agencies & Partners

Please note that Hudbay Minerals does not accept unsolicited resumes from third-party recruitment agencies without a fully executed, formal written agreement in place for permanent or contract placements.

Furthermore, having an active or open contract with Hudbay does not constitute an open invitation to submit candidates for newly posted roles. Agency partners will be engaged directly and explicitly by the corporate Talent Acquisition team on a per-role basis. Any unsolicited resumes submitted outside of this direct engagement framework—including those sent directly to hiring managers or operations personnel—will be deemed the sole property of Hudbay, and no placement fees will be honored.