Service Desk Technician

at  Aversan

SERVICE DESK TECHNICIAN

Aversan Inc. (www.aversan.com) is a reputable Engineering Company that provides expertise in Systems Integration, Product Design/Development and Software/Product Testing for highly regulated industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified Service Desk Technician to work on leading edge technology products. The successful candidate for this position will be a part of highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.
Location: Ottawa, ON (Fully On-site)

BASIC QUALIFICATIONS

• Associates Degree in Information Technology.
• A minimum of 1-2 years of service desk operations with proven experience in Windows technologies. PC hardware troubleshooting skills required.
• Bilingual in English & French.
• Full Active Directory experience.
• Formal Windows class-room training and certifications Microsoft technologies.
• Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required.
• Proficient with Windows Win10 operating systems and Microsoft Office required.
• Experience with PC hardware troubleshooting and repair skills required.
• Ability to travel to office and data center locations for on-site support, as needed.
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
• The ability to perform Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Support multiple locations at any given time.
• Support users onsite and offsite.
• Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
• Ensuring the company’s computing environment is stable and performing optimally.
• Proficient in the use of a ticketing system (specifically ServiceNow), and is expected to log all calls, walkups, IM’s, or any other type of contact with end users that will require their support.
• Provide a high level of customer service at all times.
• Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
• Document all end-user requests and interactions in ticketing system completing all steps as defined.
• Provide technical account management for customers resolving issues and escalating when appropriate.
• Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
• Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online).