Desktop Support Specialist

6 months ago

Ottawa, Canada SIRVA Full time

Role Overview
As a Desktop Support Specialist, you will work in a hybrid environment in our Ottawa office contributing 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 superior customer experience while providing 2nd level support for end-user computing components.
The Desktop Support Specialist will be 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 superior customer experience while providing 2nd level support for end-user computing components. This position will also participate in on-going technology refresh and asset management initiatives as well as participation in new technology deployment projects as required.

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
- Install, maintain, support, and upgrade client hardware and/or software as needed leveraging your mastery of endpoint management systems & tools (SCCM / Intune / JAMF) when applicable.
- 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.
- Continually identify, document and train Tier 1 Service Desk on operationalized tasks in adherence to ‘shift left’ concept.
- Maintain and document client hardware / software inventory.
- Promote excellence in quality and customer service through work performed individually or as part of a team.
- Assist Network and Systems Engineering teams with hands on support of network and server 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 (level 2-3).
- Must possess excellent customer service skills
- Excellent written and verbal communication skills. Must be able to effectively communicate with users at all levels.
- Strong time management, prioritization, and organizational skills. Attention to detail and excellent follow-up skills.
- Self-motivated with the ability to work independently and in a fast-paced changing environment.
- Must be able to document accurately in a problem and change management system.
- Excellent troubleshooting and problem resolution skills are must; especially when dealing with remote users. Must be able to work with customers and multiple IT teams in multiple locations around the world.
- PC, printer & Windows operating system troubleshooting and repair, deployment, and administration in an enterprise environment. Ability to perform some physical work as this position requires moving / deploying computer equipment.

**Specialized Knowledge and Skills**:

- ITIL Foundation certified preferred
- Microsoft 365 Certification: Modern Desktop Administrator Associate or similar certification preferred.
- Relevant technical training and / or related experience.
- High School diploma required, with college degree preferred in a business or technical discipline.

**Equipment and Application Experience**:

- Microsoft Windows 7 and 10 management and deployment
- Microsoft Office 365 (Outlook, Word, Excel, PowerPoint etc.)
- Microsoft Productivity Tools (OneDrive, Teams, SharePoint, Exchange etc.)
- Microsoft Active Directory (OUs, GPOs, Groups)
- Endpoint Management Tool Knowledge(SCCM / Intune / JAMF) - Provisioning, Autopilot, Policies, Software Deployments, OS Updates, Mobile Device Management.
- PowerShell scripting a plus.
- Operating System Imaging tools
- Citrix, Azure Virtual Desktop, or equivalent virtualization technology
- Video Conferencing Units (Polycom Trio, Group Series and Logitech Teams Meeting Rooms)
- Security Tools - Anti-Virus / Malware / Encryption
- Mobile/Tablet troubleshooting (iOS and Android)

**Other Information**:

- Ability to work flexible/extended hours as required, including occasional after-hours/weekend and on-call support.

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 vaca

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