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Desktop Support 2 / Soutien aux ordinateurs 2 (12828)

Edmonton, AB
Job Description
This position will provide technical support of personal computing systems (PC/Laptop/Tablets/Cellular Phones, IP Phones, etc…). Support to be provided will be within a network environment and include the delivery, installation and setup of systems. Candidates will also be skilled at troubleshooting hardware and software issues, as well as HP Printer issues.

Responsibilities
  • Maintain PC’s and Network HP Printers
  • Install PC hardware and software for users
  • Analyze and diagnose problems reported by end-users, both remotely and physically
  • Resolve complex end-user issues in consultation with fellow team members
  • Track and update all trouble calls through Remedy and Requests via TSR
  • Maintain knowledge of current information system techniques by self study and participating in available training programs
  • Recommend improvements and/or appropriate changes to processes and procedures
  • Be asked to participate in other IT related projects
  • Monitor the Remedy Queue & help maintain the SLA guidelines set
  • Develop & Maintain Desktop Process documentation
  • Offer suggestions to improving team development and practices
  • Understanding of PC and Software Asset Management processes (Asset Centre)
  • Ability to foster collaboration in a highly collaborative environment.
Qualifications
  • People skills are a must
  • Communication and time management are essential
  • Experience functioning effectively in an operational team environment
  • Strong multitasking ability
Additional Requirements:
  • Minimum of five (5) years of experience installing and maintaining personal computers and related hardware, software, printers, and networks
  • Experience with imaging computers, building and deploying images
  • Technical diploma or undergraduate degree preferred, or equivalent experience
  • A+/Lenovo certification a plus
  • HP or Panasonic certification a plus
  • Driver’s license
  • Requires an excellent working knowledge of Windows 7, Windows 10, Office 2010, Office 2016
  • Experience with Citrix
  • Experience with Microsoft Surface Pro tablets.
  • Experience with iPhones, Blackberries and Android devices.
  • Experience with Mobile Device Management/Apple DEP.
  • Experience working in large scale environments of over 4000 users.
Must have skills:: (please at least 3 skills/exp):
1. Experience in computer imaging
2 Troubleshooting
3.Strong multi-tasking 

Nice to have skills:: (please at least 3 skills/exp):
1. Experience in a fast paced environment
2. Customer oriented
3. Experience with iPhones. 
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