Desktop Support Technician

Job Summary Desktop Technicianwill provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have relevant 2-3 years' experience in Windows Desktop support. a) Provide first/second level contact and problem resolution for customer issues. b) Work with Third Party Vendors to remediate complex AV issues as needed. c) Provide timely communication on issue status and resolution. d) Maintain ticket updates for all reported incidents. e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application. f) Should have basic knowledge of Mac operating system, to support Apple pc users. g) Install, upgrade, support and troubleshoot for printers, computer hardware. h) Performs general preventative maintenance tasks on computers, laptops, printers. i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. Candidate Required Minimum Qualifications and Skills a) Bachelor's Degree or equivalent in Computer Science or related field. b) CompTIA A+, Microsoft Certified Professional (MCP) or better. c) Minimum of 18 months years of IT experience. d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. e) Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. f) Proven analytical, troubleshooting and problem-solving skills. g) Proven ability to multi-task, effectively determine priorities and meet SLA's. h) Excellent communication relationship-building and internal customer service skills. i) Adaptable and flexible in a fast-changing industry and work environment. j) Willing to work off-hours and weekends when required for projects or emergency support.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with applicable laws. Regularly required to sit, stand, walk, and use hands to operate computers and office equipment. Occasionally required to lift and/or move IT equipment weighing up to 50 pounds. May require bending, kneeling, or crouching to install or service equipment. Work is performed primarily in an office or data centre environment with moderate noise levels. May require travel between office locations or client sites.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable law. Applicants requiring reasonable accommodation during the hiring process should contact Human Resources in advance.

DISCLAIMER

This job description outlines the general nature and scope of the role and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify responsibilities as business needs evolve.

Job Type:

Full-time Pay:

$20.00 - $24.00 per hour Expected hours: 40 per week

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Experience:

Desktop support: 3 years (Required)

ServiceNow:

3 years (Required)

Active Directory:

3 years (Required)

Work Location:

In person