It Helpdesk Technician Jobs

Title: IT Helpdesk Technician

Location: Brampton

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Reports to: Manager, IT Support & Implementation

The Specialist, DC IT Provisioning & Support is responsible for the provisioning, installation, configuration and support of Office Desktop PCs, Distribution Centre (DC) PCs, RF scanner equipment, laptops, printers and all related technology for the Brampton Distribution Centres and the Brampton Home Office; including hardware and applications used by the various groups on location and applicable server support for the warehouse and office systems.

KEY PERFORMANCE METRICS

• Customer Satisfaction: Provide outstanding services and support to our customers to ensure a joyful experience every time.

• Incident tickets: All Cherwell ticket must be acknowledged and resolved within the set SLA

• Meet OLA/SLA targets through effective partnership with other departments & vendors

• Support warehouse IT initiatives within budget and schedule

KEY ACCOUNTABILITIES

Functional

• Facilitate the maintenance of network, software applications and computer hardware systems for Distribution Centres (DCs) and Brampton Home Office

• Provide timely intermediate to advanced end-user hardware and software support for both Warehouse and Brampton Home Office

• Support Distribution Centre (DC) system upgrades, development, and selection, as required

• Prepare and maintain all department documentation, including inventory and asset management

• Stage and image PCs (desktops and laptops)

o Provision hardware for new users, based in Brampton – following the standards built and outlined by IT

o Deprovision hardware for departing users, based in Brampton – following the standards built and outlined by IT

Provisioning & Support

• Maintain label printers, including managing inventory and providing training on all models

• Review, recommend, and maintain hardware standards Brampton DCs and office

• Coordinate with select vendors ensuring communicated timelines, schedules, performance expectations are being met and pricing is controlled

• Schedule hardware disposals via vendors – eWaste

• Resolve and document computer problems, provide feedback to customers, and enhance customer knowledge according to established procedures

• Provide and/or facilitate user application and hardware training

• Create and maintain Warehouse software/hardware procedures and standards documents

• Identify and correct all RF hardware and software issues, providing, instructions on the proper usage of RF devices

• Create and deploy software packages to RF scanners via the MSP server and barcode sheets

• Maintain the MSP (RF monitoring/deployment platform) server

• Maintain inventory of all Distribution Centre (DC) RF scanners, as well as all software at the Distribution Centre

• Ensure that Distribution Centre users are practicing proper hardware and network security procedures

• Coordinate and schedule preventative maintenance and hardware upgrades with vendors

• Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes

• Proactively identify and anticipate business expectations and needs

• Embrace technology that creates high tech and low touch solutions

• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues, and working to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily

• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

• Help others see the impacts of their efforts and proactively engage other functions to get input

• Encourage others to freely share their point of view and be open to feedback

Cultural

• Celebrate diversity of thought and have an open mindset

• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes

• Embrace, champion and influence change through your team and/or the organization

KEY RELATIONSHIPS

Internal:

• Service Desk

• IT

• RDC & ODC Warehouse Management

• Brampton Home Office Users

External:

• Key IT & Warehouse Systems Vendors

QUALIFICATIONS

Work Experience / Education / Certifications

• University degree in Engineering, Computer Science, Business, or a related degree program

• Minimum of 5 years experience with an IT support position in a warehouse and retail environment

Competencies / Skills / Attributes

• High level of professionalism, with excellent written and verbal communication skills

• Demonstrable track record of communicating with and managing expectations of customers and stakeholders

• Strong troubleshooting skills

• Readiness to work flexible hours as required

• Ability to multi-task and prioritize work

• Strong analytical and problem solving skills

• Excellent team player

• Strong knowledge of Retail store and warehouse systems

• Strong knowledge of Microsoft Windows OS and Office applications, as well as desktop, Network (WIFI) technologies, and RF technology