Tech II IT Support Specialist

1 week ago

Mississauga, Ontario, Canada ConMed Full time

No relo

The Information Technology Support Technician II is a key member in a Global IT support team in which they support the day-to-day activities of users, perform system maintenance, documentation of systems and deployment of IT solutions. The technician will provide support for IT technology that will cover a wide array of competencies. Duties include but are not limited to system troubleshooting, vendor coordination, software patching, system deployment, license management, hardware and software management, and life-cycle management.

Responsibilities:

Diagnose and resolve software and hardware incidents across a range of software applications. To assist all corporate users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system. To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware. To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. To be a highly motivated team player with the skills and ability to manage changing priorities. To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests. Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

Required Qualifications:

Associate degree or higher in the field of computer science. A minimum of 3 years' support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, application, and network issues. Experience providing technical support for Microsoft Office suite, Windows, Active Directory and Office 365. Experience supporting both domestic and international users in a global organization.

Preferred Qualifications:

Strong knowledge of desktop operating systems and applications. Strong knowledge of Microsoft Office, Office 365, and common productivity applications. Strong knowledge of the principals, methods, and techniques used in computer troubleshooting and support. Working knowledge of the workings of Service Desk ticketing systems. Basic network understanding and troubleshooting. Windows Certification and/or ITIL certification is a plus.

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