IT Service Desk Specialist

7 days ago

Ottawa, Ontario, Canada Plan Group, Inc. Full time

Job Summary:

We are seeking a highly skilled IT Service Desk Specialist to join our team at Plan Group, Inc. As an IT Service Desk Specialist, you will be responsible for providing top-notch technical support to our employees across Canada.

Key Responsibilities:

  • Provide level II desktop support for the Service Desk operation and escalation team.
  • Offer direct support to senior management and executive-level staff.
  • Manage senior escalations, conduct in-depth analysis of branch environments, and provide white-glove service.
  • Effectively examine issues, identify solutions, and suggest preventative maintenance actions.
  • Assist in implementing technology-based business solutions and researching industry best practices.
  • Provide support in person, via phone, and through our ticketing system.
  • Respond to and resolve IT Service Desk tickets within required SLAs.
  • Maintain close contact and open communication with end users until the issue has been resolved.
  • Escalate complex issues to Tier 3 and Management appropriately according to our Escalation matrix.
  • Conduct technical support in line with IT documented procedures and processes.
  • Provide managers with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
  • Inform the team of critical issues and information through Teams chat and email channels.
  • Actively inform, educate, and coordinate with various levels of end users to provide assistance and guidance on procedures that could interrupt, impact, or interfere with their work.
  • Maintain excellent professional working relationships with all staff.

Requirements:

  • 5+ years of level II Desktop and Network support in Windows 10/11 environment.
  • 3+ years of advanced technical knowledge and business insight, handling escalations and specialized services.
  • Onsite and remote technical support, troubleshooting for all employees and teams across Canada.
  • Experience providing technical training to peers and other departments.
  • Completing a university degree in Computer Engineering, Network Engineering, Computer Science, or a related field is preferred.
  • Strong communication, organization, and time management skills, as well as a willingness to learn and strong work ethic.
  • Good oral & written communication skills. Must be able to explain difficult abstract concepts verbally and in writing.
  • Participate in the on-call rotation as agreed by the Level II Support team. When on call, be prepared to always address technical issues.
  • Travel may be required to other sites for support.
  • Fluency in French and English is mandatory.

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