Manager, Desktop Support

2 weeks ago

Ottawa, Canada United Way East Ontario Full time

**Experience**:
The Manager Desktop Support role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The position will also troubleshoot problem areas (in person, by telephone, or remotely) in a timely and accurate fashion, and provide end-user assistance where required.

This position is hybrid and based in Ottawa, but serves the region of Prescott-Russell, Ottawa, Lanark and Renfrew Counties.

**Qualifications**:
**Education**:

- College Diploma, Computer Systems Technology or equivalent

**Experience**:

- 5+ years minimum experience supporting 100+ users - in a network environment, designing, configuring, and analyzing network systems
- 5+ Years’ minimum in troubleshooting PC and Mac systems

**Knowledge, Skills and Abilities**:

- Working knowledge of managing tickets, follow up actions and close issues
- Excellent knowledge of computers (PC, Laptop and Mac) and peripherals.
- Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony
- Strong knowledge of Exchange Online
- Knowledge of ESET Anti-virus
- Proficient in Microsoft 365, Active Directory, Windows 11, Windows Server 2012/2016/2019, Patch Management, Endpoint Security (ESET), desktop/laptop imaging, and inventory management tools.
- Strong knowledge of Group Policy Objects
- Working knowledge of routers, switchers, Wireshark, SAN, NAS, NAT
- Strong experience with workstation imaging using automated tools SCCM, OSD, MDT
- Mobile Device Management support knowledge (Microsoft Intune, Maas360)
- Strong Knowledge of backup software (Veritas Backup Exec)
- Demonstrated ability to provide an articulate, measured, and concise response to a client’s problem
- Outstanding communication skills to team and colleagues. Ability to motivate the team to adhere IT best practice and deliver outstanding customer services and satisfaction to staff
- Ability to work in a fast-paced and changing environment, manage user expectations and potential risks.
- Experience and ability to facilitate one-to-one and group training sessions
- Ability, initiative, and willingness to learn new technologies / programs / software’s
- Organizational / time management skills
- Good written and oral communication skills in both English and French, self - motivated and directed.
- Ability to work autonomously with little or no supervision
- Advanced working knowledge of configuring and troubleshooting iOS mobile devices
- Strong troubleshooting
- Work well under stress
- Desire to keep abreast of new software and hardware technologies

Please quote the competition number 2024-04 when submitting your resume.
- We thank all applicants for their interest but only those selected for further consideration will be contacted._

**Salary**: $62,146.00-$77,683.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Wellness program

Schedule:

- Monday to Friday

**Experience**:

- IT support: 1 year (preferred)

Ability to Commute:

- Ottawa, ON K1K 2C5 (required)

Work Location: Hybrid remote in Ottawa, ON K1K 2C5

Application deadline: 2024-03-10

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