Desktop Support Specialist

5 months ago

Ottawa, Canada SIRVA Full time

Role Overview
As a Desktop Support Specialist, you will contribute to Sirva’s success by being responsible for the deployment, support and management of end user computing technology including desktops, laptops, printers, phones, VC units, mobile devices and peripherals. The position puts a strong focus on providing a superior customer experience while providing 2nd level support for end-user computing components.

What You’ll Be Doing
- Provide local 2nd level technical support for all end user computing issues while ensuring all SLAs are met
- Troubleshoot and resolve local OS and software issues
- Troubleshoot and resolve network connectivity issues related to workstations
- Troubleshoot and replace faulty hardware components on workstations
- Perform basic troubleshooting and service of office printers and VC units
- Ensure all work is captured and updated in ticketing system
- Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and sharing
- Develop customer documentation and deliver training as required to support end-user education
- Participate in IT and business project initiatives as required
- Assist Infrastructure team in maintaining local servers and network equipment
- Other duties may be assigned

What You Bring to Sirva
- Computer related Degree/ Diploma or equivalent work experience
- Minimum 2 years of desktop support experience
- ITIL Foundation certification highly encouraged
- MCDST or MCSA Microsoft certifications highly encouraged
- Experience working in a large to mid-sized corporate environment
- Self-motivated with the ability to work independently and in a fast-paced changing environment
- You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

**Specialized Knowledge and Skills**:

- Superior customer service skills
- Experience with an IT ticketing system
- Experience with an Omni-channel Contact Center System
- Experience support Office 365 services
- Experience in re-imaging computers, installing software and hardware.
- Strong analytical and troubleshooting skills are required
- Excellent planning, prioritization and organizational skills
- Strong communication skills, both written and verbal
- A professional attitude and good judgment approach to technology

**Equipment and Application Experience**:

- Microsoft Windows 10 and Windows 7
- Microsoft Office 365 (Teams, OneDrive, SharePoint Online, Office Online etc.)
- Microsoft Productivity Suite (Outlook, Word, Excel, PowerPoint etc.)
- Microsoft Active Directory
- Microsoft Exchange
- Microsoft SCCM
- Microsoft Intune
- Unified Communication Tools (Skype for Business, Citrix GoTo Meeting, etc.)
- Video Conferencing Units (Polycom Trio and Group Series)
- Anti-Virus / Malware tools
- PC hardware troubleshooting / repair skills
- Printer troubleshooting skills
- Mobile/Tablet troubleshooting (iOS and Android)

**Other Information**:
What Sirva Offers
- Competitive salary and incentive plans
- Workplace flexibility for a balanced work/life approach
- Comprehensive benefits packages and wellness program
- Generous company-paid vacation days and holiday time
- Challenging, collaborative, diverse corporate culture
- Ongoing opportunities for learning and career development

SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company

At SIRVA, we're committed to cultivating a workplace that reflects the diversity of the global organizations that we serve. We recognize that building an inclusive, engaged company culture results in empowered employees that reflect a wide range of approaches and perspectives. Those perspectives lead to new ideas. New ideas lead to innovation and excellence. Our approach to diversity, equality and inclusion is driven by a commitment to these values and a belief that diversity makes our company stronger.

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