End User Support Technician

Description The End User Support Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. Responsibilities Operational Management Provide first contact onsite support of incoming requests to ensure courteous, timely, and effective resolution of end-user issues. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation to suitable technician, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting. Research solutions through internal and external knowledgebase as needed. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level including hardware repairs, delivery of peripherals, or other fixes as determined. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Print instruction sheets and/or documents when needed. Perform maintenance tasks on ERP systems Test fixes to ensure an incident has been adequately resolved. Develop help sheets and FAQ lists for end users. Contribute to technician knowledgebase as needed Provide suggestions for continual improvement. Position Requirements Knowledge & Experience Minimum 5 years of experience Knowledge of computer hardware, networking and server infrastructure Experience with desktop operating systems Application support experience with Office 365 and Windows Environment. Experience with Microsoft Azure, Watchguard and SOTI an asset Experience with printers, label printers, barcode scanners Experience within a manufacturing and warehousing environment an asset Personal Attributes Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.