Deskside Support Technician Jobs

Duration: 12 Months

Start Date: ASAP

End Date: 12 months after start date

Days/Hours: Monday to Thursday - 8:00 AM to 4:00 PM on site

Hours/Week: 32 hrs/week

Reports to: IT Service Desk Manager

The incumbent provides prompt, courteous and effective Level 1 technical and logistical support in order to maintain a high degree of satisfaction among users.

Main duties include the following:

• Install computer hardware and software;
• Answer user requests, log them in a ITSM software, and analyze, document and resolve problems to users' complete satisfaction;
• Ensure that workstations and peripherals are operational and optimally used;
• Provide advice to users;
• Help maintain the Company's IT inventory;
• Retrieve equipment from departing employees to visually document each item and update the inventory;
• Ensure that user requests are handled in accordance with established service criteria.
• Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria:
• Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing;
• Prepare workstations for new employees and install the necessary devices;
• Participate in various projects;
• Document and analyze procedures, problems, and their solutions
• Manage and process requests and incidents submitted
• Meet with users if a situation cannot be corrected remotely;
• Escalate open tickets to Level 2;

Key requirements:

• Motivated, creative, flexible, responsible, and proactive;
• Good interpersonal skills, team player and contributor to a positive team dynamic;
• Strong organization, prioritization, and multitasking skills. Results-oriented;
• Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
• Ability to work under pressure. Sense of urgency and client focus;
• Strong communication skills; fluency in spoken and written English; French is an asset;
• Availability to work outside regular hours;
• Versatility, ability to adapt to new technology and change;
• Excellent troubleshooting and incident resolution skills;
• In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs, and videoconferencing systems; familiarity with ServiceNow and Citrix software, an asset;