Desktop Support Technician
On behalf of our client in both Calgary and Vancouver, Ignite Technical Resources is looking for Desktop Support Technician(s) for a permanent opportunity.
POSITION SUMMARY
Under the direction of the Team Lead, IS Client Services the Desktop Support Technician is responsible for day to day delivery of site support services by providing Tier 1 and 2 support for desktop hardware and software. This position provides technical support of desktop computers, applications and related technology liaising with various business stakeholders within the business divisions.
The Desktop Support Technician ensures they meet and exceed customer expectation, provide fixes to IT problems and meet Service Level Agreements. Work is performed with little supervision and requires use independent judgment, analysis and initiative to resolve problems and make recommendations, upkeep incident management records and deliver end-user training. The employee in this position may also assist in the maintenance and testing of network equipment, servers and associated equipment.
PRIMARY AREAS OF RESPONSIBILITY
Leadership:
- Provide a leadership role in diagnostic and problem solving skills that lead to developing solutions and recommending actions.
- Assist with management responsibilities including: recruiting, discipline, staff development and performance management.
- Help with the development and execution of a plan for training and cross-training to ensure the team can provide adequate coverage for all business applications requiring support.
- Provide day-to-day guidance and support to Service Desk personnel. May mentor and lead junior technicians.
Incident Management and Daily Operations:
- Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
- Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
- Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.
- Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
- Trains and orients staff on use of hardware and software.
- Recommends and/or performs upgrades on systems to ensure longevity.
- Works with procurement staff to purchase hardware and software.
- Assesses functional needs to determine specifications for purchases.
- Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable.
- To provide first line Service Desk support to customers, assisting them with hardware and software problems via phone, email or fax.
Duties including but not limited to:
- Field incoming help requests from end users in local and remote locations in a courteous manner
- Maintain technical problems history through a ticketing system
- Maintain local network policies, practices, security measures and control documentation.
- Assist in preparing, revising and maintaining procedures and documentation.
- Provide training on the operations and functionality if various applications, printers, and systems.
- Participate in special projects as requested.
- Provide input to IT Service Management Processes including but not limited to; Service Desk, Service Requests,
- Knowledgebase and Problem Management.
- Phone support with desk side assistance when needed if remote tools are insufficient.
- To allocate more complex calls to the relevant IT Support member.
- To arrange for external technical support where problems cannot be resolved in house.
Staff Planning:
- Assist with staffing plans to cover the business needs in area of responsibility.
- Make recommendation with respect with service model delivery, i.e., in-house delivery vs. outsourced delivery.
- Assist with recruiting, strategies and shift schedules
- Act as a point of contact between external service providers and clients on a day-to-day basis as well as act as the focal point for reporting incidents and making service requests.
Support-Business Liaison
- Manage, resolve and/or escalate areas of conflict with cross-functional issues.
- Follow up with internal support providers and third party service providers until issues are resolved.
- Understand the user community’s business processes; recommend improvements and implement best practices.
- Assist Tier 2/3 support teams with end-user issues
EDUCATION & EXPERIENCE REQUIREMENTS:
- A degree in Information Systems related studies or equivalent work experience.
- Preference will be given to applicants who possess certifications in one or more of the following areas or demonstrate an equivalent work experience:
- Post-Secondar y education, A+ Computer Technician, Networking Fundamentals, MCSE
- MCP certification would be desirable.
- ITIL foundations certification is a plus
Experience:
- Years of Experience: 2-4 years Information Technology Experience
- Previous experience within a corporate office technology
- Thorough understanding of Windows and Macintosh OS and Microsoft Office Suite.
- Must be familiar with all components of Laptops, Desktops, able to replace peripheral components and perform upgrades and repairs to legacy systems.
- Monitoring of third party service providers and evaluation of outsourced IT support service offering.
- Extensive experience an Incident Management system is a must.
- Knowledge of PC hardware technology and remote diagnostics tools is necessary
- Knowledge of Client/server networking and telephony systems
- Experience with Internet and Intranet, including email, web-based applications and internet browsers is desirable
- Familiarity with Ghost, Pointsec, and remote tools such as SMS, Remote Assistance, and Remote Desktop for Macintosh a plus.
KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:
Knowledge: The applicant should demonstrate an understanding of IT Service Management (ITIL) processes and must understand customer satisfaction measurement and quality assurance requirements in delivering IT services. Strong abilities to read, create, interpret technical documents are necessary.
Skills/Abilities:
The Desktop Support Technician must be able to handle working in a fast paced, potentially high pressure and stressful environment while demonstrating the ability to multitask. Must be organized in tasks and demonstrate the ability to see projects through to successful completion. Must be able to manage multiple, high priority tasks.
The successful candidate must therefore be able to perform effectively and confidently with all levels of personnel to ensure timely delivery of services. Excellent customer service and public contact skills are essential for the role. Incumbents must demonstrate professional and empathetic behavior in the resolution of both routine and complex customer problems.
Other Interpersonal Skills:
- Ability to work in a team environment
- Excellent organizational and analytical skills as well as the ability to prioritize.
- Decision-maker – effective problem solving and solution orientated
- Highly motivated and resourceful. Demonstrates initiative.
- Strong interpersonal and communication skills for customer service and process integration.
- Detail and action oriented but also able to think strategically delivering a value added service strategy
- Strong negotiation and conflict management abilities.
- Honor commitments through the delivery of timely, high quality results.
- High potential to keep pace with change and innovation.
- Acute listening skills. Good written and oral communication skills.
- Some degree of creativity and latitude is expected.
- Exceptional people and customer service skills and ability to work well with people at all levels of the organization.
TRAVEL REQUIREMENTS:
This position may require some travel as requested.
LANGUAGE REQUIREMENTS:This position requires fluency in the following languages:
- English
- Spanish
If you meet the required criteria and are interested in the above position, please submit a Word version of your resume HERE!
**Due to the volume of resumes, only those candidates being considered will be contacted.
Ignite. Wired for people.
We get it.
We get technology. We get people. We get you don’t want cyborgs taking over the office and running the show. When there‘s a problem, everyone wants the right person for the job. The kind of person who is brilliant, efficient, technically savvy and who can communicate with everyone else. We know these kinds of people.
Ignite Technical Resources is a Vancouver-based Information Technology resourcing firm built around three principles: speed, efficiency and quality. We provide highly trained and qualified technical consultants to your organization as a flexible work force option. Our consultants will help you through workload fluctuations and can manage outsourced projects of any size.
You have greater day-to-day issues to manage. Ignite will solve your immediate IT needs with little delay or effort. It’s what we do best.
We’re wired for people.
Follow Ignite onTwitter @ignitetechnicaland become a fan on Facebookfor up-to-date information about our company including job postings! To see other IT job postings, visit our Website!
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