Tech II IT Support Specialist

4 weeks ago

Mississauga, Canada CONMED Corporation 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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