Desktop Support Specialist

2 hours ago

Vernon, British Columbia, Canada Heunets Inc Full time
Desktop Support Technician II Job Description

We are seeking a skilled Desktop Support Technician to join our team as a 1099 independent contractor.

The Desktop Technician will provide day-to-day onsite desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Key Responsibilities:
  • Provide first/second level contact and problem resolution for customer issues.
  • Work with third-party vendors to remediate complex AV issues as needed.
  • Provide timely communication on issue status and resolution.
  • Maintain ticket updates for all reported incidents.
  • Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
  • Install, upgrade, support, and troubleshoot printers and computer hardware.
  • Perform general preventative maintenance tasks on computers, laptops, and printers.
  • Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
  • Broad experience in IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. The candidate should be willing to perform other duties as assigned.
Requirements:
  • Background knowledge in Computer Science or any related field.
  • Minimum of 18 months of IT experience.
  • Experience in Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
  • Basic knowledge of Mac operating systems to support Apple PC users.
  • Experience in mobile device management including iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
  • Proven analytical, troubleshooting, and problem-solving skills.
  • Proven ability to multi-task, effectively determine priorities, and meet SLAs.
  • Excellent communication, relationship-building, and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.

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