Desktop Support Specialist for Enterprise Solutions

1 week ago


Calgary, Alberta, Canada SMART Technologies Inc Full time

**Job Title:** Desktop Support Specialist for Enterprise Solutions

**Location:** Calgary, Alberta, Canada

**Job Type:** Full-time

**About the Role:

We are seeking an experienced Desktop Support Analyst to join our Information Services team at SMART Technologies Inc. As a senior-level technical professional, you will provide expert-level support and personalized assistance to our executive leadership team.

The ideal candidate will possess deep technical expertise, a proactive problem-solving mindset, and the ability to deliver exceptional customer service with discretion, efficiency, and high standards of care.

This is an in-office position requiring minimal travel.

Key Responsibilities:
  1. Technical Support: Offer prompt and effective support to end-users in the leadership team experiencing hardware, software, and network issues.
  2. Hardware and Software Installation: Install, configure, and maintain desktop hardware, peripherals, and software applications.
  3. Troubleshooting: Identify and resolve technical issues related to operating systems, applications, and connectivity using diagnostic tools and techniques.
  4. User Assistance: Provide exceptional customer service by communicating technical information in an understandable manner and assisting users with setup, configuration, and general usage of their computer systems.
  5. Documentation: Maintain accurate records of support requests, resolutions, and system configurations.
  6. Training: Offer basic training and guidance to end-users on the use of hardware, software, and best practices for security and efficiency.
  7. System Maintenance: Conduct regular system maintenance tasks, including virus scans, data backups, and system updates to ensure optimal performance and security.
  8. Collaboration: Work closely with other IS team members and departments to address and resolve complex technical issues and assist with the deployment of new systems and technologies.
  9. Compliance: Ensure adherence to company policies and procedures, particularly concerning data security and IS compliance standards.

**Requirements:**

  • Education: Associate's degree in Information Technology, Computer Science, or a related field preferred. CompTIA A+, Microsoft Certified Professional) are a plus.
  • Experience: Minimum of 1-2 years of experience in a desktop support or IT support role. Experience with various operating systems (Windows, macOS, Linux) and enterprise software applications is required.
  • Technical Skills: Proficiency in troubleshooting and resolving hardware and software issues. Familiarity with networking concepts and tools is beneficial.
  • Customer Service: Proven track record of providing outstanding customer service and support. Calmly addresses technical problems, even under pressure, to avoid causing frustration for high-level stakeholders.
  • Attention to Detail: Meticulous in identifying and resolving technical issues, ensuring no small detail is overlooked. Maintaining accurate records of support tickets, solutions, and processes to ensure continuity and knowledge sharing within the team.
  • Professional Appearance and Conduct: Adhering to workplace dress codes and consistently exhibits polished, courteous, and respectful behavior when interacting with colleagues and executives.
  • Adaptability and Initiative: Quickly adjusts to evolving technology, situations, or executive needs with ease. Always available and ready to provide immediate assistance, prioritizing executive requests.

**Estimated Salary:** $60,000 - $80,000 per annum, depending on experience.



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