Service Desk Technician
2 weeks ago
Job Title: Senior Service Desk Technician
Job ID: 67542
Location: Winnipeg, Manitoba
Overview:
Our client in Winnipeg, MB is looking for a Senior Service Desk Technician resources for a 6+ month contract to start, reference 162-0524. The position is onsite so candidates must be based in the Winnipeg area or willing to relocate for the duration of the contract.
What you will be doing:
Service Desk Support
Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits.
Assist end users with software applications, file accesses and hardware support.
Image and prepare new workstations for deployment.
Research technical and non-technical problems and resolve in a timely manner.
Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents; recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.
Escalate and route Tier II or III support calls tickets to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.
Work with licensees, vendors, and suppliers ensure that all external issues are dealt with in a timely manner.
Provide on-site ITS support for Head Office
Follow up on all resolved incidents to ensure customer satisfaction.
Assist with communication of site failures and outages.
Create and modify operational procedures as required.
Monitor systems and network parameters.
Assist with a quarterly systems access audit.
System Administration
Modify and delete accounts for all assigned systems.
Manage new administration accounts for all assigned systems. (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems).
Perform Start of Day and End of Day maintenance procedures on all assigned systems.
Staff Onboarding
Provide all required hardware equipment.
Install and configure needed software, and peripherals.
Configure smartphones for WIFI, and Corporate authorized applications.
Assisting in setup personal smartphone and mobile devices for applications.
Inventory Management
Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.
Submit requests for procurement of ITS equipment as needed.
Monitor and manage level counts for all ITS consumables and peripherals items.
Work with external service providers on hardware failures.
Receive, ship, and track ITS equipment as needed.
Other Duties
Support and comply with Corporate Social Responsibility, policies, procedures, and practices.
Work on projects as assigned.
What you must have:
Minimum five (5) years experience working as a Service Desk Technician.
Must be ITIL certified and with demonstrated solid ITIL background.
Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience
Minimum five (5) years previous service desk or technical support role
Minimum five (5) years of customer service experience.
Technical competency at monitoring and providing Tier I support level.
Familiarity with the various technologies and troubleshooting techniques.
Strong knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM
Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills
Excellent attention to detail and ability to multi-task.
Self-starter, fast-learner, and a great team player
Have and maintain a valid Manitoba Class 5 Drivers license
Completion of an HDI Support Centre Analyst certificate is an asset
Must be ITIL certified and with demonstrated solid ITIL background.
Asset management experience is an asset
Technical competency at monitoring and providing Tier II support level is an asset.
LGCA license is considered an asset.
All applicants must clear a background check. A Canadian based federal security clearance is considered an asset
Must have Windows based computer with standard Windows 10 applications
Must possess own communications device
For more information about TEEMA and to consider other career opportunities, please visit our website at
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