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Intermediate Deskside Support Technician

4 weeks ago

New Westminster, Canada Alquemy Search & Consulting Full time

We are seeking an Intermediate Deskside Support Technician to join our client BC branch team. This hybrid role provides deskside and remote technical support to end-users, ensuring smooth operation of IT systems and adherence to organizational standards. The successful candidate will collaborate with internal teams, customers, and vendors to resolve service tickets, manage IT assets, and deliver excellent customer service.

Key Responsibilities

- Provide deskside and remote support to end-users, ensuring timely resolution of IT incidents and service requests within established SLAs.
- Receive, analyze, and resolve tickets in the ITSM tool, consulting with customers to clarify issues and provide regular status updates.
- Manage IT hardware and software assets throughout their lifecycle, including tracking inventory, maintaining asset data, and supporting cost/value analysis.
- Coordinate with vendors on service requests, orders, and inventory receipt.
- Recommend suitable hardware, peripherals, or applications based on compatibility, cost, and user requirements.
- Deliver one-on-one deskside support and user education to promote IT best practices and compliance with enterprise standards.
- Collaborate with higher-tier teams or business units to escalate and resolve complex technical issues.
- Ensure tickets are prioritized and managed effectively within the ITSM tool, adapting to changing operational needs.

Qualifications

- 2+ years of experience in deskside, desktop, or end-user support roles.
- Strong knowledge of IT hardware, software, and asset management processes.
- Experience with ITSM tools (e.g., ServiceNow, Remedy, etc.).
- Excellent communication and customer service skills.
- Ability to work independently and collaboratively in a hybrid environment.