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Service Desk Support

4 months ago

Halifax NS, Canada Morson Talent (Canada & USA) Full time

Location: Halifax, NS Contract Duration: 6 months with a possibility of extension or conversion to permanent
Working Hours: Monday to Friday (8am-5pm or 7am-4pm)
Job Title: Service Desk Technician

The primary goal of this role is to support the increasing number of users in Canada. Providing support at multiple locations simultaneously.
Traveling to various sites across Canada.
Supporting modern IT environments.
Maintaining the end-user working environments, which include workstations (desktops and laptops), printers, video conference equipment, cellphones, VOIP desk phones, and other peripherals.
Using a ticketing system (specifically ServiceNow) to log all user interactions requiring support.
Delivering high-quality customer service at all times.

Manage the customer computing experience proactively.
Execute plans and implement technical infrastructure projects.
Provide first and second-level support to end-users with workstations and laptops.
Extend and simplify remote support for global users.
Coordinate with computer specialists to resolve technical problems.
Handle system administration of enterprise desktop asset management software tools.

Deliver outstanding customer service.
Be logged into the call center and ready to take calls during business hours.
Participate in the on-call rotation for after-hours support.
Provide technical account management for customers, resolving issues and escalating when necessary.
Diagnose, troubleshoot, and resolve requests using RDP, BigFix Remote Control, VPN Software, etc.
Troubleshoot issues related to systems, hardware, software, and operator problems.
Instruct users and troubleshoot software/hardware issues via phone, email, chat, and remote control software.
Setup, support, and troubleshoot VTC (Video Teleconference) and VOL (Video Online).
Lead or assist with training and quality improvement programs.
Assist with other duties or projects as assigned.

Associate’s degree in Information Technology with 3-5 years of related experience or an equivalent combination of education and experience.
Proven experience in Windows technologies.
Formal Windows classroom training and certifications from Microsoft are a plus.
Ability to perform Windows network administration tasks and a broad understanding of the Windows work environment.
Basic understanding of IT enterprise infrastructure (networks, systems, telephony, and storage).

Associate’s Degree in Information Technology.
~ Formal Windows training and certifications from Microsoft.
~ Proficiency with Windows 10 operating systems and Microsoft Office.
~ Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through.
~ Good organization and project management skills with attention to detail.
~ Ability to travel for on-site support.
~ Basic understanding of IT enterprise infrastructure and its components.
~1-2 years of service desk operations experience with Windows technologies.
~ Ability to perform Windows network administration tasks and a broad understanding of the Windows work environment.
~ Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations.
~ Ability to solve practical problems and handle a variety of concrete variables.
~ Experience with ServiceNow.
Experience in an agile operations model.
Experience with Microsoft 365 (MS Teams, SharePoint, Exchange Online).
One Microsoft desktop certification (e.g., Certifications in Windows system management.
Linux certification is a plus.