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IT Service Desk Specialist

2 months ago

Ottawa, Ontario, Canada Plan Group Full time

Job Summary:

We are seeking a highly skilled IT Service Desk Specialist to join our team at Plan Group. As an IT Service Desk Specialist, you will be responsible for providing technical support to our employees across Canada, troubleshooting hardware and software issues, and escalating complex problems to our Tier 3 team.

Key Responsibilities:

  • Provide level II desktop support for our Service Desk operation and escalation team
  • Offer direct technical 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
  • Respond to and resolve IT ServiceDesk tickets within required SLAs
  • Maintain close contact and open communication with end users until issues are resolved
  • Escalate complex issues to Tier 3 and Management 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 to reduce future problems
  • Actively inform, educate, and coordinate with various levels of end users to provide assistance and guidance procedures
  • 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 of 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 and 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 address technical issues
  • Travel may be required to other sites for support
  • Fluency in French and English is mandatory