Helpdesk Support Technician
Posted In: Corporate Services
As a valued member of our I.T. Team, you will act as the first point of contact for support requests from internal customers while providing a seamless experience. The position will be responsible for providing technical assistance to local and remote users by tracking, prioritizing and diagnosing hardware and software problems to ensure timely resolution.
Responsibilities
On a day-to-day basis, the key responsibilities of the Helpdesk Support Technician:
- Providing Level 1 support to internal clients for PC’s, laptops, printers and peripheral devices including providing hardware and software setup, support, configuration and deployment over the phone, via email and in-person.
- Logging all incoming phone calls and emails using the Help Desk software.
- Providing Level 1 and 2 support to end-users in person/via email/over the phone/using remote access tools as required.
- Providing initial assessment of requests and troubleshooting hardware and software issues.
- Investigating and resolving incidents and requests of moderate complexity.
- Maintaining ownership of the incident from “open” to “close” including communication to the internal customer concerning the status of the request.
- Managing and maintaining the Help Desk software to ensure all problems are tracked, prioritized, routed and resolved.
- Training internal clients in the use of equipment and software.
- Providing network support to users.
- Assisting with configuration and physical deployment of company hardware (e.g. cell phones/laptops/desktop and peripherals)
- Documenting troubleshooting steps and resolutions in ticket tracking software
- Providing technical support for printers and copiers.
- Escalating issues to team members as required and any complex support requests to the manager as necessary.
Qualifications
To succeed, candidates must possess the following combination of education, experience and skills:
- Post-secondary education in Computer Science, Mathematics, Engineering
- A minimum of 3 years of relevant work experience in the I.T. field
- Knowledge and hands-on experience with:
- - Microsoft Office Suites
- - Connectivity and troubleshooting (including TCP/IP), Active Directory, DHCP, networking
- - Lenovo hardware, iPhone and Samsung Devices
- - BMC Track-IT and SOTI MobiControl is an asset
- - Terminal Services, Group Policy and VPN
- Ability to communicate clearly and concisely in writing
- Flexibility to provide off-hours support periodically
- Strong analytical and problem-solving skills
- Ability to life up to 30 lbs.
- A customer-centric attitude
- Valid G license and access to a vehicle in order to visit remote locations in the GTA
Apply
We offer a competitive compensation package and the opportunity to work with an industry leader!
To apply, please forward your resume to employment@menkes.com and in the subject line please include the name of the position and quote Ref #4016.
We thank all applicants for considering Menkes Developments Ltd. as an Employer of Choice, however only those individuals selected for an interview will be contacted.