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Deskside Support Technician

  • Location: Toronto

Posted about 2 months ago

Job Type: 1-year contract with the possibility of extension
Job Title:  Deskside Support Technician
Location: 44 King St W, Toronto, ON
Hours: M-F - 8:30am - 5:00pm  

Pay Rate: $26-28/hour

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.)

  • 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