Tier 2 Desktop Support Specialist

4 days ago

Burlington, Canada Computer Generated Solutions Canada Full time

Computer Generated Solutions, Inc.

Tier 2 Desktop Support Specialist– Full time – Permanent Position

Location – Burlington, ON

Corporate Profile:

We provide custom learning solutions, channel partner enablement services and applications development. Since 1984, CGS has been delivering expert, cross-industry solutions across multiple platforms. To learn more about us, visit www.cgsinc.com

Job Description:

On-site tier 2 Desktop Support and Incident Coordinator resources will perform the tasks necessary to provide outstanding incident management for all Americas-based office and field-based employees. The resource is “on-site”, 40 hours per week, Monday-Friday. Some travel to other client facilities may be required. The job functions, responsibilities, and requirements for both resources are shown below:

Job Function and Responsibilities:

  • Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals - includes imaging, profile configuration, network connectivity, etc.
  • Installation of software on laptops, desktops, and mobile devices.
  • Performs troubleshooting, maintenance and issue resolution related to laptops, desktops, telephony, and mobile devices.
  • Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training.
  • Provides executive level support to organization VIPs.
  • Completes tasks related to the off boarding of separated employees; includes account deprovisioning and equipment retrieval.
  • Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within agreed upon service levels.to ensure a high level of customer satisfaction; communicates customer updates when issues may impact agreed upon service levels.
  • Assists with major (Priority 1) incidents including issue definition, action plan and success criteria.
  • Communicates with affected groups, stakeholders, and end-users about the impact to business operations.
  • Maintains adherence to organization Information Security policies and procedures.
  • Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions.
  • Performs additional duties as assigned.

Job Requirements:

  • Professional customer service attitude and attention to detail
  • Action-oriented with the ability to balance urgency with sound judgement and communication.
  • 2-4 years of progressively responsible desktop support, help desk, or incident management experience.
  • 1-3 years of supporting C-suite executives or other organization VIPs.
  • Experience supporting Microsoft Active Directory
  • Experience supporting Windows 10 and Windows 11
  • Experience supporting Microsoft Office 365 applications.
  • Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex, or other virtual collaboration software.
  • Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems.
  • Excellent verbal and written communication skills.
  • Experience with comparable IT Service Management system (ITSM) ticketing systems.
  • High school diploma or equivalent (GED or High School Equivalency Diploma) required.
  • Bachelor’s degree in information technology, Computer Science, or related field preferred.
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