Service Desk Technician

3 months ago

Vaughan, Canada Spicers Canada ULC Full time

Backed by a fifth-generation family-owned company, Spicers is a leading distributor of commercial print and business papers, specialty products, graphic solutions, sign & display equipment and materials, and packaging and facility supplies and equipment.

We’re based in Vaughan, Ontario, with 16 regional locations that include custom manufacturing facilities in Edmonton, Toronto and Winnipeg, as well as cash and carry locations, product showrooms and equipment demo sites.

We are currently looking for **a Full-Time Service Desk Technician** located in Vaughan, ON reporting to the National Manager, IT Business Process and Development.

**Position Summary**

The Service Desk Technician is responsible for the maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service Desk. The incumbent is also responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment.

**Key Responsibilities**

Under the supervision of the National Manager, IT Business Process and Development, the duties and responsibilities of the Service Desk Technician include, but are not limited to, the following:

- Provide service desk support and resolve problems to the end user’s satisfaction.
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
- Ensure requests (within scope of position) are updated, resolution documented and resolved/closed within defined Service Level Agreement (SLA).
- Modify configurations, utilities, software default settings, etc.
- Document internal procedures.
- Assist with onboarding of new user Credentials as assigned through Service Desk.
- Image, test and configure new workstations, peripheral equipment and software.
- Maintain inventory of all IT equipment, software and software licenses.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Assign users and computers to proper groups in Active Directory.
- Perform timely workstation hardware and software upgrades as required, and
- Other duties as assigned.

**Minimum Requirements**
- Completion of a post-secondary degree or diploma in computer science or a related discipline.
- Minimum 1 - 3 years’ in a related role.
- Knowledge of operating systems, current equipment and technologies in use; Enterprise backup and recovery procedures, MS Azure/InTune, Active Directory, etc
- Strong multi-tasking and prioritizing skills, with the ability to complete tasks within assigned timelines.
- Working knowledge of MS software; Word, Excel, Teams
- Strong analytical and problem solving skills.
- Knowledge of various networking concepts (TCP/IP, Microsoft Windows Environment, DNS, etc.);
- Implementing security software and tools to ensure maximum security from outside threats.
- Bilingual in French and English is an asset.
- Excellent attention to detail.
- Strong communication skills (both oral and written), and
- Ability to work independently and in collaboration with a team.

**Working Conditions**
- Able to work on a computer for numerous hours which may result in strain on wrists, eyes, back, etc.;
- Ability to work in a busy, open area office;
- May have to spend long hours in concentration which requires attention to detail and high levels of accuracy; and
- This position faces some deadlines which may cause stress.
- Ability to work flexible hours to accommodate business needs

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

**Benefits**:

- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Profit sharing
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Application question(s):

- This position has working hours of 11-730 daily to ensure western business needs can be met. Are you OK with this?

**Experience**:

- IT support: 1 year (required)

Work Location: Hybrid remote in Vaughan, ON L4L 0B9

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