Tier 2 Desktop Support Specialist

6 months ago

Burlington, Canada Computer Generated Solutions, Inc. - Canada Full time

Computer Generated Solutions, Inc.

**Tier 2 Desktop Support Specialist**- Full time - Permanent Position**

**Location - Burlington, ON**

**Corporate Profile**:
On-site tier 2 Desktop Support and Incident Coordinator resources will perform the tasks necessary to provide outstanding incident management for all Americas-based office and field-based employees. The resource is “on-site”, 40 hours per week, Monday-Friday. Some travel to other client facilities may be required. The job functions, responsibilities, and requirements for both resources are shown below:
**Job Function and Responsibilities**:

- Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals - includes imaging, profile configuration, network connectivity, etc.
- Installation of software on laptops, desktops, and mobile devices.
- Performs troubleshooting, maintenance and issue resolution related to laptops, desktops, telephony, and mobile devices.
- Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training.
- Provides executive level support to organization VIPs.
- Completes tasks related to the off boarding of separated employees; includes account deprovisioning and equipment retrieval.
- Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within agreed upon service levels.to ensure a high level of customer satisfaction; communicates customer updates when issues may impact agreed upon service levels.
- Assists with major (Priority 1) incidents including issue definition, action plan and success criteria.
- Communicates with affected groups, stakeholders, and end-users about the impact to business operations.
- Maintains adherence to organization Information Security policies and procedures.
- Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions.
- Performs additional duties as assigned.

**Job Requirements**:

- Professional customer service attitude and attention to detail
- Action-oriented with the ability to balance urgency with sound judgement and communication.
- 2-4 years of progressively responsible desktop support, help desk, or incident management experience.
- 1-3 years of supporting C-suite executives or other organization VIPs.
- Experience supporting Microsoft Active Directory
- Experience supporting Windows 10 and Windows 11
- Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex, or other virtual collaboration software.
- Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems.
- Excellent verbal and written communication skills.
- Experience with comparable IT Service Management system (ITSM) ticketing systems.
- High school diploma or equivalent (GED or High School Equivalency Diploma) required.
- Bachelor’s degree in information technology, Computer Science, or related field preferred.

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