Help Desk Support Technician-it

3 days ago


Richmond Hill, Canada Prollenium Medical Technologies Inc. Full time

Help Desk Support Technician, (Help Desk Level 1)

PROLLENIUM - RESHAPING THE AESTHETIC EXPERIENCE

Prollenium is a Canadian-based company focused exclusively on the research and manufacturing of medical devices. Our commitment to product development, innovative research and manufacturing means we will continue to revolutionize the medical aesthetics market while maintaining to be one of the leading manufacturers of HA fillers, worldwide.

Prollenium provides competitive compensation, benefits and development opportunities.

**We are recruiting for an IT Help Desk Support Technician to support our Richmond Hill, Aurora and remote teams.** This position provides first point of contact technical assistance, support, and advice to staff on day-today computing. You will act as a liaison between the company and technology vendors by initiating and monitoring, support tickets, and tracking resolution. You will work to assist the IT department in delivering projects, provide training one-on-one training, create documentation and “how-to” articles. You will have a heavy focus on organization, staging and keeping inventory of equipment; and, may also be involved in purchasing peripherals and other technology items.

**Responsibilities**:

- Setup new computers and laptop in accordance with protocols
- Provide technical support for hardware, software, printers, scanners, remote connectivity via remote desktop
- Phone system support in consultation with the telecom vendor
- Contacting vendors to open tickets on behalf of end users, monitor case status and follow-up
- On-boarding of new users and preliminary training
- Provide training to non-technical users one-on-one
- Create "how to documents" and instructions
- Document policies, procedures, and support tickets and other metrics
- Monitor prescribed maintenance such as backups, security and patches
- Maintain non-ISO Inventory of computers, laptops and other company supplied technology

**Skills & Experience**:

- Education: University degree or College diploma in related program
- 4+ years experience in IT Support/System Administration
- Experience with Microsoft 365, SharePoint & OneDrive
- Working knowledge of PC & Apple hardware diagnosis and repair
- Working knowledge of Microsoft Windows support, some Windows Server support and administration experience including Active Directory
- Working knowledge of TCP/IP, and networking
- Excellent communication skills, both written and verbal is essential
- Proven documentation skills for issues, changes to the system, and updates, etc.
- Self directed in the day-to-day with great organizational skills
- Good time management skills and organizational skills to be able to assess the day's work, prioritize and follow-up
- Cisco switch support, firewall support
- VMWare EXSI and vSphere
- Anti-virus, backups (Veeam)
- MCSE, A+, or similar certifications
- Experience in Pharma, Health Sciences or Health Care

Prollenium Medical Technologies is an equal opportunity employer that will make reasonable accommodations for applicants and employees with disabilities, including accessible formats of materials and/or processes to enable suitable access to those in need. Applicants will not be discriminated against because of race, ethnicity, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, medical condition or any protected category prohibited by local, provincial or federal laws.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- Monday to Friday



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