Address
Form of workPurpose
The Service Desk Team is responsible for end user, application, hardware and systems support, asset management, and user training. Ensuring that support requests primarily through the Help Desk, are addressed in a timely and effective manner.
Responsibilities & Accountabilities
- Ensure IT Service Desk and support tickets are always monitored during designated hours.
- Log all support request (ITSM: Problem, Change, and Incident) in Service Desk ticketing system.
- Provide ticket, telephone, email, remote, and on-site support for all applications, proprietary programs, desktop networking, mobile device, and computer equipment used by the organization.
- Responding to requests in a timely and courteous manner, in accordance with company SLAs.
- Troubleshoot problems and incidents applying all available problem-solving techniques to resolve issues prior to escalating them to an appropriate team member.
- Facilitate hardware repairs as required and/or coordinate repairs with vendors according to SLAs.
- Provide email and desktop virus, threat and vulnerability analysis and mitigation.
- Responsible for team member set up, deactivation, as well as equipment recalls and deactivations.
- Assist maintaining accurate software license and asset management records.
- Regularly participating in technical projects, systems implementations, and rollouts.
- Provide after hours on-call support as required.
Education & Experience
- Degree / Diploma in Computer or IT related field.
- 2-3 years of experience in Service Desk or Technical Support role.
- 1 year experience with MS 365, Azure AD, Exchange online, Intune, MFA, VPN, is preferred.
- Expert level knowledge specifically with Office 365 Suite including Teams, OneDrive, and SharePoint.
- Experience with scripting, particularly in PowerShell and BASH
- Experience using Windows Group Policy, Windows Registry and System Management system.
- Experience with MS Intune, Endpoint Manager, Defender ATP
- Experience with virtualization technology e.g. VMware, Hyper-V
- MCSA, MCSE, ITIL, CCNA or similar certifications would be an asset.
Skills, Knowledge, & Abilities
- Identify and escalate incidents to higher support level, other departments, and management teams.
- Identify opportunities to enhance and document standard processes and procedures.
- Knowledge of Windows/Linux OS installation, patching, configuration and systems maintenance.
- Strong analytical and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to communicate in a comprehensive, polite and friendly manner with all levels of management, contractors, team members.
- Proven ability to provide IT support to team members.
- Detail oriented customer focused team player.
- Ability to work in a fast-paced environment.
- Ability to prioritize and to redefine priorities when necessary.
- Fast learner capable of learning and working independently.
- Ability to lift and move heavy materials up to 40lbs.
Special Conditions of Employment
- Must be willing to work outside regular business hours as required by job duties.
- Submit a criminal record clearance.
Nice to Have
- Microsoft 365 Certified: Enterprise Administrator Expert (MS-100+MS-101)
- Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100+MD-101)
- MS-900: Microsoft 365 Fundamentals
- Networking experience: CCNA, CCNP
