Desktop Support

Job title: Desktop Support

Company:

Job description: This position assists Customers with technical support of desktop computers, applications, and Plant related systems.
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
A good understanding of general IT required as a provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands, and feet in areas such as Networking, Server and Telecoms, etc.
Deskside engineer for technical support for customers and their networked computers and peripherals.
Interface with multiple levels of end-users, management, VIPs, and technical staff.
The first point of Escalation in case of any Priority 1 issues in Plant.

Duties Include:

Accurately testing, identifying, repairing, resolving, and documenting end-user technical issues regarding basic network/desktop support, printers, PDAs, iPad / iPhone, and LAN cable drops.
Troubleshooting and resolving software issues; reimaging computers/hard drives.
IMACD functions including installation and decommissions for isolated one-off tasks.
Backing up and restoring settings and associated systems administration activities.
Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts.
Assist in Incident and Problem management activities.
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end-user support requests (Incidents) and service requests by utilizing the ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests.
Performing asset inventory activities as needed.
Recommends and/or performs upgrades on systems to ensure longevity.
Works with procurement staff to purchase hardware and software.
Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites.
Provide trade show planning and support, setup, test, training, logistics, and maintenance of all required Workstations and peripheral equipment at the site.
Incremental labor and incidental travel expenses shall be funded by the Client (e.g. meals, travel, and lodging) in accordance with the Agreement.
Be available for On-call support on need basis & as business demands.
Adhere to ticket response and resolution SLA’s as agreed upon with the customer.
Basic understanding of DHCP, DNS, IP addressing and subnetting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues.

Desired Experience:

At least 3 years of experience in the field or in a related area required.
Exceptional customer service skills.f
Strong written and verbal communication skills.
Must be detail-oriented and self-motivating.
Ability to provide consistent, excellent customer support to the entire staff, representing a variety of personalities and management levels.
Background security check required.
Strong Microsoft Office skills (Outlook, Word, and Excel).
Strong Microsoft Operating System installation and troubleshooting skills.
Strong Break I Fix skills for Desktops, Workstations, Notebooks, Printers, and mobility devices.
Broad experience of IT with a basic understanding of Networks, Servers, and Telecoms.
Experience including remote control of PCs and video conferencing knowledge.

Expected salary:

Location: Quebec City, QC

Job date: Thu, 28 Jan 2021 05:17:36 GMT