Job Type: 1-year contract with the possibility of extension
Job Title: Deskside Support Technician
Location: 40 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
Qualifications:
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