Job Title: Deskside Support Technician
Location: 44 King St W, Toronto, ON
Hours: M-F - 8:30am - 5:00pm
Pay Rate: $26-28/hour
Overview:
This individual will be providing onsite technical support for employees in Ecosystems (ecosystem is a grouping of 2-3 floors for 1 or more business lines that work together or have the same functions i.e., HR, technology teams etc.)
Responsibilities:
- Resolve tickets opened by employees and the Service Desk team
- Providing end-user support to 400 - 900 users as it relates to their hardware, laptops/desktops, Windows 10 and MAC devices, Office Suite, VPN, Access Card, Printers/MFDs and application install issues
- Follow-up with users, scheduling repair appointments
- Updating assets in Service Now database
- Opening/closing tickets in Service Now
- Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware rollouts, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.
- Handle software installation/support/upgrades
- Provide 1st/2nd level Help Desk support
- Perform basic LAN and internetworking related activities
- Communicate with customers to diagnose problem, establish E.T.A., and parts requirements
- Must have a Diploma/Degree from a recognized IT program
- A+ certification & at least one certification from either Cisco or Microsoft
- A minimum of 3 to 5 years of deskside support experience
- A minimum of 3 to 5 years of IMAC experience doing hardware rollouts, refreshes, and other deployment related activities
- A minimum of 3 to 5 years of break-fix experience
- Have strong internetworking and troubleshooting skills
- Other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP) considered an asset
- Must be a self-starter and have the ability to manage multiple tasks
- Exceptional customer service skills
- Good communication skills
- Ability to work independently or as part of a team
- Ability to complete tasks effectively with minimal supervision
- High-level skill set
- Outstanding people skills
- Self-starter, needs to be able to work on his/her own
- Able to assist users with issues after their deployments (all deployments are zero-touch that were completed the night before).
- Proficient in Windows 10 and Mac devices