Desktop Support Technician

Desktop Support Technician

Accountabilities:

• Provide Level 1 and Level 2 technical support for hardware, software, and network issues, both onsite and remotely.
• Accurately and in a detailed manner document, track, and resolve support requests using ServiceNow, meeting OTC and OLA targets.
• Maintain up-to-date records of IT assets and enforce IT policies and standards.
• Share knowledge articles and best practices and continuously seek ways to improve support processes and user experience.
• Communicate effectively with colleagues

 
Qualifications:

• 1-3 years of previous Desktop Support or Service Desk related experience
• Proven knowledge of basic hardware and software including familiarity with Windows 11, MS Office Suite (O365), and MacOS
• Experience with Active Directory and Microsoft Exchange
• Knowledge of various remote-control applications, TeamViewer, WebEx, join.me, etc.
• Bachelors Degree or certification in a related field considered an asset

 
Skills Needed:

• Experience with ticketing systems; Service Now preferred
• Strong organization, prioritization and time management skills
• Strong customer service and verbal/written communication skills
• ITIL Foundations v4 Certified is an asset
• Knowledge of networking and wiring, PBX Telephone system, and MS Server end would be considered an asset