Responsibilities
- Provides local and remote assistance to end-users – laptop, desktop, mobile devices and other technology as required.
- Tier 2 support of enterprise clients (desktops and laptops) and client application systems.
- Leading or assisting with the scheduling and planning of yearly refreshing of the equipment.
- Overseeing the lifecycle of IT assets, including procurement, inventory audits, repairs, and secure disposal.
- Mentorship of junior team members.
- Documents issues and resolutions within the enterprise ticket tracking system and/or knowledge base
- Assists with maintaining corporate client standards and standardized processes, including the installation, maintenance and enhancements for the configuration of existing and proposed systems.
- Configures and deploys new workstations, printers, and software. Provides onsite support for client printer configurations and other IT related support tasks as needed.
- Maintains current documentation on end-user computing applications and computer asset inventory.
- Creates Standard Operating Procedures (SOPs) and knowledge base articles for both end-users and junior technicians.
- Performs business analyst duties when requests move past standard “break-fix” or into non-standard solutions.
- Will be included in the rotations for on-call on a routine basis.
Requirements
- Minimum 4-5 years’ work experience in a technical support or endpoint management role.
- Demonstrated experience mentoring junior staff, leading small technical project, providing white glove support for executive leadership.
- Advanced trouble shooting knowledge related to PC hardware, operating systems, network and VPN solutions, AD and Microsoft Products (ie. Outlook, Teams, SharePoint, Excel).
- Familiar with Apple and Android environments for phones and tablets.
- Can resolve complex problems related to client software and configurations.
- Ability to manage workload, resolving issues and keeping tickets up-to-date.
- Demonstrates exceptional professionalism and customer service when engaging with users and vendors, with a proven ability to collaborate effectively within a high-performing team
- Must enjoy assisting customers through issues on the telephone as well as in person.
- Hold a valid passport and driver’s license. Able to travel both domestically and potentially internationally to support the business or other projects.
- Lifting 50 lbs. occasionally.
Nice to Have
- CompTIA A+ or HDI Desktop Support Technician designation desirable.
- Microsoft certification(s) would be an asset.
- ITIL 4 Foundations is preferred.
- Demonstrated knowledge and technical skills within HW, O/S and applications.
- Meeting room A/V experience is an asset.
- Mobility support experience is an asset.
- MS Team experience would be an asset.
- Passion for continuous learning, researching new technology and tackling challenges.
- Self-motivated, adaptable, with strong problem-solving abilities.
- Customer oriented with patience to work with customers of varying technical abilities.
- Work effectively under pressure and able to multitask with competing priority levels.
- Strong written and verbal communication skills with the ability to communicate effectively with all levels of the organization.
- Experience using ServiceNow or a similar tool for incident, request and change management
Additional Information
- Hold a valid passport and driver’s license. Able to travel both domestically and potentially internationally to support the business or other projects.
- Lifting 50 lbs. occasionally.
- Five days in office.
