Job Title: Bilingual Deskside Support Specialist
Type: Full time, Permanent
Location: 100, Boul. de l'Industrie, Candiac, H3X 4B2
Start Date: ASAP
Days/Hours: Monday to Friday/ 8:00 AM to 5:00 PM
Hours/Week: 40
Benefits: Start after 3 months - Medical, Dental and Vision
GENERAL ACCOUNTABILITY
The Managed Services – Services Technician (Deskside Support Specialist) will report to the Service Delivery Manager and is responsible for providing primarily onsite support but may also provide virtual remote support.
SPECIFIC ACCOUNTABILITIES
Support
- Provide L2 onsite support for desktops, printers, and office/meeting room peripherals
- Provide L1 Service Desk overflow phone support when available
- Responsible for the ongoing maintenance of the company’s desktop environment
- Review, Action, Update and Close service tickets as assigned
- Assist customer employees with computer problems and answer their questions
- Provide end user training and concierge services as needed
- Stay current with planned end-user device support requirements through in-person and web based training
- Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology
Deployments
- Receive and maintain deployment inventories including unpacking, staging, tagging, imaging, and secure storage
- Deploy desktops and peripherals following deployment schedules, documentation and checklists to verify functionality of hardware and software components
- Perform network connections for new desktops, printers, and office/meeting room peripherals
- Provide user training for new functions and features of new devices
- Retrieve retired/replaced inventories including wiping, re-imaging, re-packaging, and shipping
- Perform complex hardware and/or software upgrades to existing end user devices
- Perform complex moves, adds, changes of computer equipment
- Updating asset inventories
- Provide project status updates
Maintenance
- Perform troubleshooting to determine and resolve most hardware or software malfunctions for end user devices, and office and meeting room peripherals
- Maintain equipment as per manufacturer specifications
- Perform root cause analysis for user device issues, and recurring/trending problems
- On occasion provide onsite infrastructure support for server, storage and network devices with direction from remote technical teams
Coverage
- You will be available for regular work assignments during business hours (8am-5pm)
- Some evening and weekend project assignments
- As part of a team you will be part of a 7x24 on-call rotation
- Consult with IT support and design departments to make sure that network expansion projects are in line with the company’s plans
- Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency
QUALIFICATION (EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES
- Bi-lingual French/English mandatory
- College or University education or equivalent work experience
- A+ Certification and MCP preferred
- Minimum of five (5) years of related job experience
- Must be willing to travel to Dorval, Royal Mount and nearby areas occasionally (less than 10%)
- Experience supporting various operating systems
- Strong written and verbal communication skills
- A sense of urgency to complete tasks and assignments
- Insatiable desire to create new opportunities for our clients
- Ability to work professionally and efficiently in stressful situation
- High level of integrity and honesty
- Ability to take direction and follow practices and procedures consistently and accurately
- Good time management skills and
- Ability to work independently as well as in a team environment
- Experience with a desktop productivity suite
- Must have a valid driver’s license and vehicle and a clear driving record abstract is required
- Must be able to lift a minimum of 40 lbs. on a regular basis
PHYSICAL REQUIREMENTS – DEMANDS ANALYSIS
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements – Demands Analysis
- Handling maximum of 21-65 lbs.
- Lifting
- 5- 65 lbs. (occasional) – low level lifting
- 5- 65 lbs. (frequent) - waist level lifting
- 5-65 lbs. (rare) – above shoulder lifting
- 5- 65 lbs. (occasional) – front carry
- 5-65 lbs. (rare) – side carry
- Pushing/Pulling (hand carts and dollies)
- 60-100 lbs. (occasional)
- Lifting
- Sitting/driving (constant)
- Trunk rotation (rare)
- Crouching/squatting/kneeling/crawling (occasional)
- Walking and standing (frequent)
- Climbing stairs (occasional)
- Hand use (frequent)