Desktop Support 2 / Soutien aux ordinateurs 2 (12014)

Location: Edmonton, AB, Canada
Date Posted: 20-06-2018
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. 
• Participate in executive support on call rotation 

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 two (2) 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 or knowledge of Citrix

Top 3 must have skills:
1. Experience is working in a large networked environment – Minimum of 4000 devices
2. Strong troubleshooting skills with Windows 7 and Windows 10
3. Able to work in a fast-paced environment

Top 3 nice to have skills:
1. Time management
2. Data entry
3. Strong multi-tasking
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