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End User Support Technician
3 months ago
Job Overview
We are looking for a dedicated IT Support Analyst to become a part of our team. This role involves providing Tier I & II assistance in a dynamic environment, addressing both front-line Service Desk inquiries and customer service needs, along with end-user equipment support, troubleshooting, maintenance, and repair tasks. The successful candidate will collaborate closely with Senior and C-Level executives, demonstrating effective communication and teamwork across various locations.
Key Responsibilities:
- Serve as the primary contact for phone calls, emails, and Help Desk tickets from staff regarding IT-related issues and inquiries.
- Log and manage all Help Desk requests from internal personnel through various channels.
- Maintain an Asset Database to track user hardware, software, and unique configurations.
- Provide first and second line support by troubleshooting IT-related problems, including software and hardware issues.
- Address basic network problems and manage standard cabling or wireless access point devices.
- Triage and escalate tickets to the Infrastructure/System Administrator team when advanced technical skills are necessary.
- Take ownership of user issues, following up on the status and communicating progress effectively.
- Uphold a high standard of customer service for all support requests, ensuring adherence to service management principles.
- Conduct basic training sessions on desktop applications utilized within the organization.
- Create and publish support documentation to assist staff with information requests.
- Demonstrate knowledge of Active Directory and Office365 administration, including user account creation and password resets.
- Order, assemble, and deploy computer hardware, ensuring smooth transitions from old to new equipment.
- Provide on-site support for external clients as needed.
- Coordinate with external technical support when in-house resolutions are not feasible.
- Participate in an on-call rotation for after-hours support as required.
Qualifications:
- Exceptional communication skills, both written and verbal.
- Strong understanding of customer needs, with a focus on exceeding expectations.
- Effective time management and resource utilization to achieve results.
- Experience in documenting processes for standardization and modernization.
- High level of accountability, reliability, and adaptability in daily tasks.
- Open to sharing knowledge and valuing diverse perspectives.
Preferred Skills:
- Minimum of 3 years in IT Service Desk or Technical Call Centre roles.
- Experience in Incident Management, including documentation and resolution processes.
- Familiarity with Security Groups, Active Directory, and Office365 in a Microsoft environment.
- Proficient in Microsoft operating systems and applications, as well as mobile device support.
- Ability to lift up to 30 lbs of computer equipment as necessary.
- Relevant certifications such as ITIL, CompTIA, ITSM, or A+ are advantageous.
- Bilingual skills, particularly in French, are considered an asset.
Benefits:
- Opportunity to learn alongside industry experts.
- Comprehensive health and dental benefits.
- Retirement savings plan with company contributions.
- Access to health and wellness programs.
- Mental health support for employees and their families.
- Assistance with completing industry designations.
- Competitive salary structure.
At People Corporation, we are committed to fostering an inclusive and accessible environment where all employees feel valued and respected. We strive to build a diverse workforce that reflects the communities we serve, providing every employee with the opportunity to reach their full potential.
