Support & Ops Tech Ii

7 months ago

Etobicoke, Canada CDW Full time

**Description**

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

**Job Summary**

The Support & Ops Tech II role is responsible for providing second level onsite technical support and assistance to CDW coworkers primarily in North America. This role troubleshoots, diagnoses, and resolves hardware, software, and network issues, as well as installs, configures, and maintains IT equipment and systems in collaboration with other Technology teams. The Support & Ops Tech II also provides training and guidance to coworkers on IT best practices and policies.

**What you will do**:

- Provide second-level desktop support including.
- Workstation OS (Windows and macOS) deployment including new hires and QA activities.
- Application troubleshooting and escalation to engineering teams.
- Mobile devices including smartphones and tablets.
- Printers/Copiers/MFPs
- Regularly tests and support conference room A/V technology.
- Follow all guidelines and operational procedures.
- Respond to and resolve incidents and requests through ticketing system.
- New hire onboarding for individuals and classes
- Meet all productivity and quality goals as measured by the department.
- Diagnose, research, and troubleshoot computer issues, including operating systems, hardware and software, VPN, connectivity, security tools both remotely and on-site.
- Participate in business-funded projects including hardware refresh and security initiatives.
- Provide backup support for the Technology Service Desk.
- Follow all asset management guidelines and procedures.
- Create and update knowledgebase documentation.
- Occasional after hours support due to scheduled deployments and onsite incidents.
- Occasional travel to other CDW sites for support and scheduled events

**What we expect of you**:

- High School Diploma or GED
- 3 years of experience in an IT-related field.
- Excellent verbal and written communication skills with the ability to effectively interact with company stakeholders, leadership, coworkers, and contractors.
- Ability to work in a dynamic environment with high efficiency and manage multiple tasks and projects at the same time.
- Strong attention to detail.
- Demonstrated organizational and time management skills.
- Can work on their own and with others in a collaborative setting.
- Strong interpersonal skills.
- Experience deploying and supporting Windows and macOS.
- Experience installing/uninstalling hardware/software.
- Experience performing mass workstation deployments and migrations.
- Participate in rotating after-hours on-call support including scheduled maintenance.
- Ability to provide onsite support and occasional travel to other offices.
- Lift up to 20-50lbs on a regular basis, with or without assistance.
- Associate or bachelor’s degree, a plus.
- Experience using ServiceNow or similar ticketing system, a plus.
- CompTIA A+ Certification and Apple Certified Support Professional, a plus.
- HDI Desktop Support Technician, a plus.
- ITIL v4 Foundations, a plus

**Who we are**:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

**What you can expect from us: Culture, coworkers, careers.**
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

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