Job Title: Deskside Support/Service Center Technician
Type: Contract
Location: 1 Bay St, suite 3600, Toronto, ON, M5E 1Z8
Job Title: Deskside Support/Service Center Technician
Type: Contract
Location: 1 Bay St, suite 3600, Toronto, ON, M5E 1Z8
Duration: 12 Months
Start Date: ASAP
End Date: 12 months after the start date
Days/Hours: Monday to Thursday - 8:00 AM to 4:00 PM on site
Hours/Week: 40
The incumbent provides prompt, courteous, and effective technical and logistical support to maintain a high degree of user satisfaction.
Main duties include the following:
- Manage and process requests and incidents submitted
- Answer user requests, log them in ITSM software, and analyze, document, and resolve problems to users' complete satisfaction;
- Escalate open tickets to Level 2;
- Ensure that user requests are handled in accordance with established service criteria.
- Perform primary remote desktop, application, and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria:
- Install computer hardware and software;
- Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony, and videoconferencing;
- Ensure that workstations and peripherals are operational and optimally used;
- Meet with users if a situation cannot be corrected remotely;
- Help maintain the Company's IT inventory;
- Prepare workstations for new employees and install the necessary devices;
- Retrieve equipment from departing employees to document each item and update the inventory visually;
- Document and analyze procedures, problems, and their solutions
- Participate in various projects;
- Provide advice to users;
Key requirements:
- 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;
- Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
- Excellent troubleshooting and incident resolution skills;
- Strong communication skills; fluency in spoken and written English; French is an asset;
- Good interpersonal skills, team player, and contributor to a positive team dynamic;
- Ability to work under pressure. Sense of urgency and client focus;
- Versatility, ability to adapt to new technology and change;
- Strong organization, prioritization, and multitasking skills. Results-oriented;
- Motivated, creative, flexible, responsible, and proactive;
- Availability to work outside regular hours;
- Minimum 2 years experience in the related field and a degree/diploma in IT