Description The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level, which could include installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment to ensure optimal performance. Responsibilities Strategy & Planning Alert management to emerging trends in incidents. Assist in developing long-term strategies and capacity planning for meeting future end-user device needs. Able to support a variety of devices at our primary office and other locations. Acquisition & Deployment Deploy pre-packaged software using distribution tools and processes as requested by end users. Assist in software releases and rollouts according to change management best practices. Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for purchase. Write technical specifications for purchase of end-user devices and related products. Operational Management Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Build rapport and elicit problem details from service desk customers. Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Escalate incidents with accurate documentation, when required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Use remote tools and diagnostic utilities to aid in troubleshooting. Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents. Research solutions through internal and external knowledgebase as needed. Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Install antivirus software and ensure virus definitions are up to date. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports Test fixes to ensure an incident has been adequately resolved. Develop help sheets and FAQ lists for end users. Contribute to technician knowledgebase as needed Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers Reinforce SLAs to manage end-user expectations. Provide suggestions for continual improvement. Position Requirements Formal Education & Certification College diploma or university degree in the field of computer science and/or 1 to 2 years equivalent work experience. Certifications in Microsoft, CompTIA, ITIL and Ubiquiti would be an asset. Knowledge & Experience Knowledge of basic computer hardware, including laptops, desktops, printers, VOIP phones, mobile phones, CCTV and access control systems. Experience with desktop and knowledge of server operating systems, including Windows 10, and Windows server 2016 and above. Call center / BPO application support knowledge and experience would be an asset. Working knowledge of a range of diagnostic utilities. Familiarity with the fundamental principles of ITIL Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Strong documentation skills. Fluent English language skills. Personal Attributes Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self-motivated and directed. Keen attention to detail. Understanding of the organization’s goals and objectives. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Work Conditions 40-hour onsite work week Flexibility to work outside of standard office hours to perform support/maintenance tasks on an ad-hoc basis. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals. BENEFITS: – Weekly Salary – Life Insurance – 10 days of vacations after 1 year – Paid Sick leave (after successful 110 days) – 1 hour Lunch and paid break