Desktop Support L1

3 weeks ago


Edmonton, Canada Iron Systems Full time

Provide customer facing end-user support that includes
- Break-fix support for Laptop, desktop, tablets, and associated hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack activities (all moves)
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis

2.2 Health and Safety Responsibilities:

- Take every reasonable precaution to protect the health and safety of fellow employees, themselves and any other person at or in the vicinity of a work site; as well as cooperate with all persons involved to that end.
- Read, understand and comply with the company’s safety policies, rules, procedures and practices.
- Notify management of any unsafe or harmful acts or conditions that may impact health, safety or the environment.
- Promptly report to management all incidents, including injuries, illnesses and near misses.
- Observe general principles of incident prevention and participate in the requirements of the safety program.
- Use devices and wear PPE as per regulatory requirements and ’s standards.
- Refrain from causing or participating in harassment or violence.
- Operate, use or maintain all tools and equipment in accordance with established or accepted procedures and practices.
- When performing work on behalf of on a client’s work site, abide by the policies, rules, and procedures that are stipulated within the client’s safety program.
- Cooperate with any person exercising a duty imposed by the provincial OHS Act, Regulations or Code.
- Comply with the provincial OHS Act, Regulations and Code.
- Set an example for good safety conduct.


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