It Service Desk Specialist (Remote)

Position Description:

This exciting opportunity is a full-time, permanent role with Converge Technology Solutions. As an IT Specialist, you will act as a trusted advisor and consultant to Converge’s client base while servicing technology needs. We are seeking bilingual (English AND French) candidates for these remote opportunities. Our preference are candidates within the Eastern or Central time zones.

Job duties:

• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or escalated support requests to the next level of expert support.
• Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices for technologies supported by the help desk.
• Participate in build and deployment activities for clients - some local travel may be required.
• Provide proactive communication of application/infrastructure problems and issues to key stakeholders, including client stakeholders, Converge management, and support engineers.
• Work effectively through communication with technical and /or business teams to resolve client issues.
• Provide support to clients via email, support tickets and phone calls on a day-to-day basis.
• Participate in training for new technologies, including obtaining certifications on those technologies
• Provide regular status reports of all reported issues.
• Follow customer change management processes where required
• Receive and respond to inquiries related to applications supported by the Help Desk.
• Provide rotating ongoing 24/7 support of supported systems and services

The qualified candidate must have:

• Excellent communication skills (both verbal and nonverbal)
• The ability to demonstrate working knowledge of system security, networking infrastructure and host connectivity.
• A self-motivated work ethic, with a can-do attitude and is customer-service oriented
• 2-4 years experience as an Application Help Desk analyst working directly with stakeholders external to the organization.
• The ability to work independently and collaborate in a cross functional environment
• Strong analytical and problem-solving skills
• Strong time management, prioritization and organizational skills
• Experience with enterprise and desktop applications, including Microsoft M365 Suite and MS Teams
• The ability to multitask and prioritize workload while ensuring quality of service
• Bilingual - English & French speaking is required
• 2+ years of windows desktop and peripheral hardware support experience

Additional skillsets that would be considered an asset:

• Experience with configuration and maintenance of retail inventory systems
• Microsoft Intune/Endpoint Management Administration & Automation
• The ability to demonstrate working knowledge of system security, networking infrastructure, and host connectivity.
• Hands on experience with wireless access point design and deployment
• PowerBI
• An understanding of next generation firewall/security appliance technologies, experience with Palo Alto and/or Fortinet firewalls would be considered an asset
• Network device firmware/OS upgrade experience
• Experience with ConnectWise Manage

Education, Training and Experience

• Degree, diploma or certification in related IT field would be considered an asset

Total Rewards

• We offer a comprehensive total rewards package that includes base salary, bonus, healthcare benefits, 401k match, company stock match program, PTO/holiday, training/development and so much more.