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Desktop Support Specialist

2 months ago

Burnaby, British Columbia, Canada NSC Global Full time

Job Summary:

NSC Global is seeking a skilled Desktop Support Specialist to provide technical service support, installation, configuration, and problem resolution in Apple/MAC/Network environments. The ideal candidate will have a strong background in troubleshooting and repairing computer systems, hardware, and peripherals.

Key Responsibilities:

  • Provide on-site and remote technical service support, installation, configuration, and problem resolution in Apple/MAC/Network environments.
  • Provide technical support to customers on operational or maintenance aspects of system equipment and serve as customer contact on technical and service-related problems.
  • Diagnose mechanical, hardware, software, and system failures using established procedures.
  • Determine the most cost-effective repair resolution to minimize customer downtime.
  • Act as the primary provider of technical support to desktop and laptop computer users for hardware, Apple/MAC OS, and application issues to Executive/Financial Level customers.
  • Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities, and documenting solutions.
  • Function as the primary point of contact and communication with customers from assignment of ticket to successful resolution of issue, including scheduling work and keeping customers aware of work status and solution progress.
  • Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
  • Coordinate support and repair activities with select third-party vendors.

Requirements:

  • Must have the technical ability to provide desk-side support for computer and printer hardware, common software applications, Apple/MAC OS issues.
  • Must be a proficient user of personal computer tools for word processing, decision support, and communication.
  • Must be skilled in problem-solving techniques and supporting financial customers.
  • Proficiency in the following areas – Networking, VPN, Wireless, Customer Service, Ticketing system applications, and multi-tasking.

Soft Skills:

  • Thought Process: Able to understand technical concepts and develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.
  • Interpersonal: Excellent customer service, technical, organizational, and communication skills – in person and on the phone; effective listening and team orientation. Able to persuade, influence, and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
  • Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.