Service Desk Technician

1 week ago

Dartmouth, Canada Aversan Inc Full time
SERVICE DESK TECHNICIAN Aversan Inc. (www.aversan.com) is a reputable Engineering Company that provides expertise in Systems Integration, Product Design/Development and Software/Product Testing for highly regulated industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualifiedService Desk Technician towork on leading edge technology products. The successful candidate for this position will be a part of highly motivated and highly technical work environment that feeds off the collective energy of a team-oriented workplace.

Location: Dartmouth, NS (Fully On-site) RESPONSIBILITIES
  • Support multiple locations at any given time.
  • Support users onsite and offsite.
  • Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
  • Ensuring the company's computing environment is stable and performing optimally.
  • Proficient in the use of a ticketing system (specifically ServiceNow), and is expected to log all calls, walkups, IM’s, or any other type of contact with end users that will require their support.
  • Provide a high level of customer service at all times.
  • Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
  • Document all end-user requests and interactions in ticketing system completing all steps as defined.
  • Provide technical account management for customers resolving issues and escalating when appropriate.
  • Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
  • Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online).
BASIC QUALIFICATIONS
  • Associates Degree in Information Technology.
  • A minimum of 1-2 years of service desk operations with proven experience in Windows technologies. PC hardware troubleshooting skills required.
  • Full Active Directory experience.
  • Formal Windows class-room training and certifications Microsoft technologies.
  • Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required.
  • Proficient with Windows Win10 operating systems and Microsoft Office required.
  • Experience with PC hardware troubleshooting and repair skills required.
  • Ability to travel to office and data center locations for on-site support, as needed.
  • Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
  • The ability to perform Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
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