JOB SUMMARY:

Provide professional assistance to internal and external customers experiencing hardware and software issues with their supported desktops, laptops, or peripherals. Ability to troubleshoot local network issues to ensure connectivity to the corporate network and collaborate with the Infrastructure and Messaging teams as needed to resolve incidents. Support is provided in a timely manner, in accordance with published Service Level Agreements (SLAs), while maintaining a high level of customer satisfaction.

QUALIFICATIONS:

• Ability to work independently and take ownership of tasks
• Strong technical and analytical skills required
• Ability to manage IT and desktop initiatives and organize projects
• Advanced knowledge of supported Microsoft Windows operating systems (Windows 10) 11 required)
• Intermediate experience with Active Directory Administration
• Advanced knowledge of the installation, configuration, usage, and troubleshooting techniques of supported versions of Microsoft Office
• Excellent interpersonal skills to work with a diverse clientele and varying IT skills
• Experience troubleshooting complex and intermediate LAN and VPN connectivity issues

EDUCATION and/or PROFESSIONAL EXPERIENCE:

• Associate’s degree or equivalent experience required
• A+ certification recommended
• MCTS, MCITP, MCPD, MCM preferred
• MCSA, MCSD, and MCSE preferred
• ITIL certification preferred
• 2 to 5+ years of relevant experience preferred

SPECIAL REQUIREMENTS:

(Travel, work environment, physical demands, certifications, licenses, background and drug testing, etc.)
Ability to travel as needed. Ability to lift 22.7 kg (printers, desktop computers, etc.).
Looking for a bilingual resource (French and English)

Provide Level 2 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

• Resolving hardware issues on supported desktops, laptops, and peripherals by coordinating support with OEM vendors.
• Managing warranty returns of parts and systems.
• Packaging and shipping of replacement parts to customers
• Maintaining standard software configurations, including troubleshooting, loading, and configuring software images, applications, and supported drivers
• Installing, supporting, and troubleshooting approved desktop software
• Scheduled maintenance, moves, adds, and changes
• Assisting employees with technical and IT issues related to desktops, laptops, mobile devices, and network services, either by local staff or by employees using remote network access (VPN)
• Promptly resolving problems or escalating issues to the appropriate technical staff on behalf of customers
• Creating and maintaining images for standard systems
• Recommending hardware and software solutions, including new acquisitions and upgrades
• Sound judgment in selecting methods and techniques to achieve solutions
• Expertise as a seasoned and experienced professional with a thorough understanding of industry practices, company policies, and procedures
• Troubleshooting and resolving intermediate LAN connectivity incidents
• Permanent availability outside of working hours, if necessary

Effective communication with multiple clients and colleagues. This includes the following activities:

• Help desk consultation during support calls
• Ability to communicate highly technical information to both technical and non-technical staff
• Experience using the ServiceNow ITSM ticketing application
• Updating case statuses to management and end users
• Providing telephone support and diagnostics to remote customers
• Participating in training programs to increase customer awareness of basic and specialized applications
• Developing, documenting, and implementing standard operating procedures and customer service guidelines related to desktop managed services support
• Evaluating daily activities to minimize customer downtime and ensure customer satisfaction
• Analyzing problem trends and developing ideas for resolution