About the Role
Role details below.
Responsibilities
- Support end users in day-to-day IT tasks, including troubleshooting of workstations, printers, test devices and other office IT equipment or services.
- Acting as a liaison between end users and administrators as needed to provide an additional level of support.
- Monitoring support inboxes, tickets, and Slack support channels.
- Provide training and support to end-users on how to use computer systems, software, and hardware.
- Answer questions, provide guidance, and troubleshoot issues as needed.
- Assist in the registration and management of the hardware and software inventory.
- Action emails and request and/or pass on to appropriate developer teams.
- Manage the lease return process and roll out of new assets.
- Communicate support issues to developers and contribute to client application problem solving.
- Provide exceptional customer service to customers and internal groups.
- Participate in problem resolution in a multiplatform environment, propose changes that will prevent further occurrences.
- Perform routine maintenance tasks, such as updating software and performing system backups.
- Make recommendations for upgrades to hardware and software to improve system performance.
- Attend regular Application Support meetings to keep abreast of upcoming projects and ongoing support flows.
- Take ownership of problems and management assigned tasks completing them in a timely fashion.
- Develop, maintain process documentation on support processes and procedures.
- Multitask handling support tasks and hitting multiple project targets while working in a dynamic environment.
- Other duties as required.
Requirements
- Minimum of three years’ experience working with supporting end users.
- Relevant experience in helpdesk or enterprise application technical support.
- Relevant secondary education in Information Technology or another related field.
- Knowledge of networking principles and VPN.
- Proficient with MacOS and Windows Operating Systems.
- Valid driver’s license and access to a reliable vehicle.
- Proactive in seeking out tasks, communication, and updating status.
- Willing to ask for assistance when roadblocks impede progress.
- Able to explain tech problems in plain English.
- Detail-oriented and proficient organizer.
- Strong oral and written communication skills.
- Able to define requirements and take on tasks with minimal supervision and juggle multiple deadlines.
- Confident handling/coordinating multiple tasks with changing priority levels.
- Naturally analytic, a good team player, strong work ethic.
- Strong troubleshooting and problem solving skills.
Benefits
- Fully company-funded health, vision, dental, EFAP, and life insurance coverage.
- Access to virtual doctor visits via Maple.
- Pension plan contribution matching.
- Flexible Health Spending Account and/or Lifestyle Spending Account.
- Competitive compensa
Work Arrangement
Hybrid
