Service Desk Technician (Tier 2) – PCAS-2022- GD026

Industry: Information Technology

Type: Full-Time

Location: Mississauga, ON

Salary: $50K to $60K/Year

Deadline: Open

Responsibilities:

Reporting to the Help Desk Lead, the Service Desk Support Technician is an integral role within the Service Delivery team supporting and engaging customers on support engagements. This role is accountable for managing several customer accounts and delivering best-in-class resolutions. The individual in this position is responsible for being the first point of contact for client support needs, providing day to day support and administration to our clients, while ensuring all customers receive a high and consistent level of customer service.

• Provide phone and email-based help desk support and resolve problems as per client requirements
• Responsible for first response in answering support incidents
• Log and track support calls, prioritize and escalate tickets as required to ensure customer satisfaction
• Take responsibility for multiple concurrent issues, with the ability to prioritize tasks
• Create user accounts, assist in OS repairs, virus/spyware removal, and hardware troubleshooting
• Document technical issues, solutions, and support information
• On-Boarding and Off-Boarding of new users
• Work in a team environment, assisting other team members on an on-needed basis

Requirements:

• 2 years of hands-on IT support experience
• Experience with user account administration with Active Directory
• Experience with Office 365
• A solid understanding of computer troubleshooting procedures
• Demonstrated customer service experience
• Experience with Windows 10
• Experience with Troubleshooting printers, and other peripherals
• Active Directory user administration
• A+, or other industry certifications would be an asset
• Detail-oriented individual who strives for accuracy in their work
• Highly motivated team player with excellent communication skills, including ability to clearly articulate technical issues and activities to technical and non-technical staff
• Exceptional writing skills, including documenting configuration and support information
• Strong analytical, research and organizational skills, issue identification/prioritization/resolution