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Deskside Support / Service Center Technician

  • Location: Toronto
  • Salary: 28-32/hr per hour

Posted over 1 year ago

  • Sector: IT Support & Tech
  • Working: On Site
  • Start Date: 2023-12-11
  • End Date: 2023-12-04
  • Job Type: Temporary
  • Job Ref: 16014

Job Title: Service Center Technician
Type: 1-year Contract
Location: 1 Bay St, suite 3600, Toronto, ON, M5E 1Z8
Start Date: ASAP
End Date: 12 months after start date
Days/Hours: Monday to Thursday- 9:00 AM to 5:00 PM on site (1 hour unpaid lunch)
Hours/Week: 28
Pay Rate: $28.00/hour Inc. OR $32/hr Inc.


The incumbent provides prompt, courteous and effective Level 1 technical and logistical support in order to maintain a high degree of satisfaction among users.
Main duties include the following:

  • Manage and process requests and incidents submitted

  • Answer user requests, log them in a 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 basic 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 visually document each item and update the inventory.

  • 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.

  • 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.

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