Desktop Support Technician

2 weeks ago

Canada Kahnawake Shakotiia’takehnas Community Services (KSCS) Full time

**Location**:

- Organizational Support Services

Duration:
Indefinite full-time position, with a 6-month probationary period

Responsible to:

- Team Leader of Support Services

Description:
**Responsibilities**:

- In collaboration with the Technical Support Team, provides end-user support, software
- support, and guidance:

- Assists in the administration of end-users, peripherals, and network directory
- services.
- Assists the Technical Support Team to provide IT support to all KSCS offices and
- services operating under KSCS.- Provides end-user support to Microsoft Programs, Office suite, and other

KSCS business software. Provides timely and effective technical support- Diagnoses and troubleshoots hardware and software issues related to desktops,
- laptops, printers, and other peripherals.
- Assists with the setup and configuration of new computers and software-
- connectivity.
- Identifies and resolves PC support problems.
- Organizes and prioritizes support calls and workloads.
- Maintains an escalation and tracking system to allow the IT Team to identify,
- track, monitor, and manage service requests to improve productivity.
- Maintains accurate records of support requests, resolutions, and equipment
- inventory.
- Provides feedback on the creation of user guides and documentation for
- common troubleshooting procedures.
- Conducts use training sessions on software and IT best practices as needed.
- Work in collaboration with the Technical Support Team to complete shared
- projects and initiatives.
- Escalates complex issues to higher-level support or IT management as needed.- Collaborates with software vendors for issue resolution when necessary.
- Maintains IS equipment and hardware.
- Assists in the administration, configuration, and support of Microsoft Office 365.
- Carries out projects, PC rebuilds, hardware and software upgrades, etc. Maintains hardware inventory and assists with procurement as needed.
- Assists in the creation of documentation as required.
- Does periodic reporting of support system and activities.
- Assist in the maintenance of the local and wide area network to keep it functioning efficiently at all times.
- Assists with the administration and implementation of system deployment tools.
- Gives weekly briefing updates to Team Leader of Support Services.
- Prepares the monthly summary reports of activities.
- Provides, normal hardware maintenance and troubleshooting tasks.
- Conducts routine maintenance and preventative measures on desktops and laptops.
- Ensures the security of IS data and enforces IT security policies and procedures.
- Stays up to date with technological trends and recommends improvements to enhance IT operations.
- Assists in the implementation and enforcement of IT security policies and procedures.
- Ensures compliance with data protection regulations and KSCS policies.
- Contributes to cybersecurity awareness initiatives.
- Performs any other job-related duties as may be required by the immediate Supervisor.Qualifications, Knowledge and Skills:
Bachelor’s Degree in IS Technology with three to five (3-5) years’ experience working in a business office environment. Or
CEGEP and/or vocational diploma in a computer discipline with three to five (3-5) years’ experience working in a business office environment. Or
Minimum High School diploma with five to seven (5-7) years’ experience working in a business office environment.

**Requirements**:
Knowledge of PC hardware, Microsoft operating systems and Microsoft Office software.
Knowledge of Windows Active Directory.
Knowledge of Microsoft Office 365.
Working knowledge of computer networks and TCP/IP protocols.
Excellent problem-solving, analytical skills, focused decision-making and open to challenges.
Strong work ethic.
Ability to multitask and work under pressure.
Working knowledge of website maintenance and support.
Working knowledge of Linux.
Super User in Microsoft Office.
Valid driver’s license and access to a vehicle are a requirement.
Ability to deal with moderate to high stress.
Willingness to work some overtime on evenings and weekends.
Lifestyle must reflect that of a positive role model.
Assets
Knowledge of Kanien’keha language.

Working conditions:
Team Work: Commonly requires a level of collaboration and cooperation to get work or projects complete.
Advising: Commonly provides information that must be understood and explained.
Training: Commonly provides training or giving information to stakeholders or clients.
Types of Schedule: Regular work week, occasional flex.
Stress Factor: Moderate stress (some periods of high stress).
Deadlines: Some tight deadline (unplanned).
Environment: Manipulates medium loads, 15-60 lbs occasionally heavy loads.

Contact info:
Kahnawake Shakotiia’takehnhas Community Services
PO BOX 1440
Kahnawake, Quebec
J0L1B0

Footer:
Closing Date:

- Friday, February 23, 2024 - 16:00

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