Deskside Support Technician

About the role

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. The Help Desk Technician’s position is responsible for providing first response in answering, commenting and responding to open incidents and support for Future Electronics users. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may include the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

What you’ll be working on

- Provide first level support (both hardware and software) for all incoming Help Desk requests;
- Provide Help Desk support to users either via phone, email or desk side as required;
- Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;
- Perform initial problem analysis and assign problem to other appropriate staff when required;
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution;
- Apply diagnostic utilities to aid in troubleshooting;
- Perform post-resolution follow-ups to help requests;
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements;
- Assist in on-the-job training personnel when required;
- Follow instructions and pre-established guidelines to perform the functions of the job;
- Collect, organize and document all problems and solutions in the Help Desk Tracking System;
- Perform installation, configuration and set up of computer systems as per established procedures when required;
- Candidates must be capable of working on a regular weekly schedule with overtime and occasional additional hours for special projects;
- Perform other related duties incidental to the work described herein;
- Attend and be involved during Service Desk Team meetings;

We’re looking for someone with

- Exceptional phone skills with strong verbal and written abilities;
- College diploma or university degree in the field of computer science or Min. of 2-3 years of equivalent working experience as a bilingual Help Desk Technician;
- Must be ITIL v3 certified or work towards receiving certification within the first 6 months;
- Min. of 2-3 years of experience providing user support in an IT call center (troubleshooting, configuring, installing, tracking issues and resolving issues);
- Must have excellent communication skills (Written and spoken English and French);
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to absorb and retain information quickly;
- Ability to present ideas in a user-friendly language;
- Proven analytical and problem-solving abilities;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Experience working in a team-oriented, collaborative environment;
- Basic knowledge of the following software and systems:

Windows OS, Microsoft Office, Citrix, Active Directory, TCP / IP, Network Printers, Desktop PCs, Desktop Imaging, Terminal Services, Remote Desktop, Incident management tools, Request Management tools.

Why join us

Our approach to employee wellness is holistic, which is why alongside competitive salaries, and excellent health and dental benefits, corporate employees have access to the following:

- Wellness amenities such as an onsite gym, fitness studio, and employee lounge
- Group RRSP plan to take care of the future you
- Onsite medical clinic and telemedicine
- Daily shuttle bus from two downtown locations
- Subsidized employee café with delicious meals and snacks

Future Electronics is an equal opportunity employer.