L2 - Help Desk Technician

  • Markham
  • Permanent
  • Fri Jan 4 21:46:52 2019
  • BBBH12328

Description

The Service Desk Technician’s role is to provide second-level support for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

Responsibilities

Acquisition & Deployment

  • Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

Operational Management

  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Collaborate with other technicians/network administrator to ensure efficient operation of the company’s desktop computing environment.
  • Where required, administer and resolve issues with associated end-user workstation networking software products.
  • Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
  • If necessary, liaise with third-party support and PC equipment vendors.

Position Requirements

Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
  • Certification in A+, MCSE or equivalent would be an asset.

Knowledge & Experience

  • Knowledge of Windows Operating Systems (Windows 10) & PC Applications including MS Office Suite.
  • Experience working with Office 365 a priority.
  • Knowledge of Computer Hardware Systems and Peripherals.
  • Working knowledge of the Internet & Internet technological/industry trends.
  • Hands-on hardware troubleshooting experience.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

  • Ability to conduct research into PC issues and products as required.
  • Effective interpersonal skills and relationship-building skills.
  • Ability to present ideas in user-friendly language.
  • Analytical and problem-solving abilities, with keen attention to detail.
  • Experience working in a team-oriented, collaborative environment.

Work Conditions

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.