Desktop Support Technician

1 week ago

Ottawa, Canada CGI Full time

This position will be responsible for daily operational duties as a Desktop Support Technician. Duties will include deployments of computers and computer peripherals. Troubleshooting and incident resolution of issues submitted by End Users both from a software and hardware perspective (including Operation Systems, Desktop Applications, Desktops, Laptops, Surface Pro Tablets, etc.) Assisting to troubleshoot and resolve issues with simple network, voice, server and meeting room related issues as a Smarthands resource.
Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.
Your future duties and responsibilities
- Perform installation of Desktop Software, Desktops, Laptops, Tablets - Surface Pros and various peripherals
- Troubleshooting common issues with Desktop Software and Operating Systems
- Repair and replace components in warranty and non-warranty hardware (Desktops, Laptops, Tablets - Surface Pros, Peripherals)
- Perform End User moves from various office locations including all computer related hardware and peripherals
- Assist with troubleshooting and resolution of issues with simple network, voice, server and meeting room related issues as a Smarthands resource (hands and feet)
- Coordinating work with Client and Third Party Vendors
- Management of Desktop Hardware Configuration Management Databases (updating location and asset information)
- On-Call / Standby relating to high priority Deskside, Network, Hosting incidents afterhours

Required qualifications to be successful in this role

**Essential Requirements**:

- Strong experience in Windows 7 and Windows 10 operating systems
- Strong experience troubleshooting and resolving issues with Desktop Hardware and Peripherals (from manufacturers such as Hewlett-Packard, Dell, Microsoft, etc.)
- Experience in providing in-person and remote troubleshooting of Desktop Software
- Experience in providing Smarthands assistance in Network, Storage and Meeting Room Support Services to assist teams as hands and feet for devices such as routers, switches, wireless access points, meeting room equipment (speakers, microphones, televisions, touch panels, etc.)

**Professional Requirements**:

- Strong customer service skills is a must both in-person and over the phone
- Strong team work ethics is required for success of this role
- Highly organized with strong time management skills
- Strong ticket management abilities
- Thought leadership surrounding issues and observations in the environment
- Initiative, autonomy and a strong sense of urgency

**Desired Requirements**:

- Knowledge of ITIL is an asset
- Network, Storage and Meeting Room Support experience and certification is an asset
- A+ Certification is an asset

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