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Deskside Support / Service Center Technician

  • Location: Toronto

Posted 29 days ago

  • Sector: IT Support & Tech
  • Contact: Mansi Maheshwari
  • Duration (Weeks): 48.0
  • Start Date: 2022-11-14
  • Job Ref: 15729

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