Service Desk Specialist

2 weeks ago

Québec, Canada Converge Technology Solutions Full time

*Job Description*
- Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or escalated support requests to the next level of expert support.
- Follow customer change management processes where required
- Work effectively through communication with technical and /or business teams to resolve client issues.
- Provide regular status reports of all reported issues.
- Participate in build and deployment activities for clients - some local travel may be required.
- Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices for technologies supported by the help desk.
- Participate in training for new technologies, including obtaining certifications on those technologies
- Provide rotating ongoing 24/7 support of supported systems and services *Qualifications*
- Two to four plus (4+) years experience as an Application Help Desk analyst working directly with stakeholders external to the organization.
- Four plus (4+) years of windows desktop and peripheral hardware support experience
- The ability to demonstrate working knowledge of system security, networking infrastructure, and host connectivity.
- Strong analytical and problem-solving skills;
- Strong time management, prioritization, and organizational skills
- The ability to multitask and prioritize workload while ensuring quality of service
- The ability to work independently and collaborate in a cross functional environment
- Excellent communication skills (both verbal and nonverbal).
- A self-motivated work ethic, with a can-do attitude and is customer-service oriented *Additional skillsets that would be considered an asset:

- * Microsoft Intune/Endpoint Management Administration & Automation
- Hands on experience with wireless access point design and deployment
- Network device firmware/OS upgrade experience
- The ability to demonstrate working knowledge of system security, networking infrastructure, and host connectivity.
- An understanding of next generation firewall/security appliance technologies, experience with Palo Alto and/or Fortinet firewalls would be considered an asset
- PowerBI
- Experience with ConnectWise Manage
- Experience with configuration and maintenance of retail inventory systems *Education, Training and Experience*
- Degree, diploma or certification in related IT field would be considered an asset

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Life insurance
- Paid time off
- Vision care
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- On call

Supplemental pay types:

- Overtime pay

Shift availability:

- Overnight Shift (preferred)
- Day Shift (preferred)

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