Do you thrive in a fast-paced environment where you can apply your technical skills and experience to help support End Users to decrease downtime and increase productivity? CGI is looking for experienced individuals to join our team to help support a rapidly changing environment. If you enjoy providing a high caliber of customer service, are highly organized and have excellent communication skills we may be looking for you. You will be challenged through the complexity of the environment, new technology implementation projects as well as your daily operational tasks.

Professional Requirements:

• An Associate’s or bachelor’s degree in computer science or a related field.
• Strong customer service skills, both in-person and over the phone.
• Strong teamwork ethics.
• Highly organized with strong time management skills.
• Strong ticket management abilities.
• Thought leadership regarding issues and observations in the environment.
• Initiative, autonomy, and a strong sense of urgency.
• Proven experience as a Desktop Support Technician. (3+ years)
• Excellent knowledge of hardware, software, and computer networks.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Excellent communication and customer service skills, dealing with all levels within an organization.
• Knowledge of scripting and automation tools (preferred)

Preferred Requirements:

• Knowledge of ITIL is an asset.
• Network, Storage, and Meeting Room Support experience and certification are an asset.
• A+ Certification is an asset

YOUR FUTURE DUTIES AND RESPONSIBILITIES

This position will be responsible for daily operational duties as a Desktop Support Technician. Duties will include deployments of computers and computer peripherals. Troubleshooting and incident resolution of issues submitted by End Users both from a software and hardware perspective (including Operation Systems, Desktop Applications, Desktops, Laptops, Surface Pro Tablets, etc.) Assisting to troubleshoot and resolve issues with simple network, voice, server and meeting room related issues as a Smarthands resource.

• Perform installation of Desktop Software, Desktops, Laptops, Tablets - Surface Pros and

various peripherals

• Troubleshooting common issues with Desktop Software and Operating Systems
• Repair and replace components in warranty and non-warranty hardware (Desktops, Laptops,

Tablets - Surface Pros, Peripherals)

• Perform End User moves from various office locations including all computer related hardware and peripherals
• Assist with troubleshooting and resolution of issues with simple network, voice, server and meeting room related issues as a Smarthands resource (hands and feet)
• Coordinating work with Client and Third-Party Vendors
• Management of Desktop Hardware Configuration Management Databases (updating location and asset information)
• On-Call / Standby relating to high priority Deskside, Network, Hosting incidents afterhours

REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE

• Strong experience with Windows operating systems (7, 10, 11).
• Strong experience troubleshooting and resolving issues with desktop hardware and peripherals from manufacturers such as Hewlett-Packard, Dell, and Microsoft.
• Experience in providing in-person and remote troubleshooting of desktop software.
• Experience providing Smarthands assistance in network, storage, and meeting room support services.
• Knowledge in handling devices like routers, switches, wireless access points, and meeting room equipment (speakers, microphones, televisions, touch panels, etc.).

Professional Requirements:

• An Associate’s or bachelor’s degree in computer science or a related field.
• Strong customer service skills, both in-person and over the phone.
• Strong teamwork ethics.
• Highly organized with strong time management skills.
• Strong ticket management abilities.
• Thought leadership regarding issues and observations in the environment.
• Initiative, autonomy, and a strong sense of urgency.
• Proven experience as a Desktop Support Technician. (3+ years)
• Excellent knowledge of hardware, software, and computer networks.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Excellent communication and customer service skills, dealing with all levels within an organization.
• Knowledge of scripting and automation tools (preferred).

Preferred Requirements:

• Knowledge of ITIL is an asset.
• Network, Storage, and Meeting Room Support experience and certification are an asset.
• A+ Certification is an asset.

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