Technical Support - Intermediate (Operations Associate / Band II) (68982)

Location: Richmond Hill, ON
Date Posted: 06-10-2017
Job Description:
RESPONSIBILITIES:
•Act as first point of contact for all IT Deskside support issues.
•Take ownership of support requests from beginning to successful completion.
•Provide high quality field support to the user community in a PC environment.
•Maintain, or facilitate the maintenance of computer systems, software applications, telephony, mobile devices and network infrastructure.
•Coordinate and implement hardware upgrades and replacements as required.
•Log all IT support activity in the Service Now ticketing system.
•Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.).
•Ensure compliance with, and implementation of clients Corporate IT Standards.
•Liaison with clients ITS, Hardware / Software vendors, and clients Procurement.
•Communicate solutions and ideas with local team and IT staff at other locations.
•Provide regular status reports to Manager.
•May be required to work at other locations as directed.
•Participate in rotating after-hours on-call schedule
 
EXPERIENCE & EDUCATION:
•Bachelor's degree or Diploma in business or technology preferred.
•Excellent interpersonal skills including demonstrated customer service and relationship building capabilities.
•Excellent communications skills
•Professional certifications and training including ITIL V3, Project management, and Six Sigma or Lean are desirable •Familiarity with Compliance Standards (PCI, SSAE 16)
 
QUALIFICATIONS:
•3 Years + of IT Experience including working in employee deskside support •Knowledge of Microsoft (managing, configuring and troubleshooting) •Knowledge of desktops (PCs) (managing, configuring and troubleshooting) •Knowledge of mobile devices such as phone and tablets (managing, configuring and troubleshooting) •Experience providing hands-on end user support.
•Experience in the creation of procedural documentation.
•Minimum MCP certification, MCSA or MCTS preferred.
•ITIL certification are an asset.
•Ability to deal with and prioritize multiple tasks in a time-sensitive environment.
•Ability to work independently and to meet defined deadlines with minimum supervision.
•Network troubleshooting skills are an asset.
•Fluent in speaking and writing English  
 
Mandatory Skills:            
ACTIVE DIRECTORY (5), MS OFFICE (5), WINDOWS XP (5)
 
Nice-to-Have Skills:         
MCSA (3)            
 
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