Desktop Support Specialist

4 weeks ago

Toronto, Ontario, Canada Iron Systems Full time

Job Summary:

We are seeking a highly skilled Desktop Support Specialist to join our team at Iron Systems. As a key member of our IT department, you will be responsible for providing top-notch support services to our end-users, ensuring their technical needs are met in a timely and efficient manner.

Key Responsibilities:

  • Provide onsite and desk-side support services to end-users, resolving technical issues and improving overall system performance.
  • Troubleshoot PC-related problems, working closely with our Level 2 support team to ensure prompt resolution.
  • Complete incidents and requests within our Service Level Agreement (SLA), maintaining a high level of customer satisfaction.
  • Build, configure, and troubleshoot desktop and laptop hardware and software components, ensuring seamless integration with our existing infrastructure.
  • Ensure accurate and timely updates to our ticketing system, maintaining a clear and transparent record of all support activities.
  • Support meeting room environments, video conferencing, and other collaborative tools, ensuring seamless communication and productivity.
  • Support printers, scanners, and other peripherals, ensuring optimal performance and minimal downtime.
  • Support mobile devices, including iPads, iPhones, and Android devices, ensuring secure and efficient access to our systems.
  • Perform end-user data backup and restoration as required, maintaining the highest level of data integrity and security.
  • Provide smart hands support for data center equipment, working closely with our technical team to ensure prompt resolution and minimal downtime.
  • Assist in troubleshooting data center devices, working closely with our technical team to identify and resolve complex issues.
  • Replace defective components in data center equipment, following established procedures and guidelines to ensure minimal downtime and optimal performance.
  • Import and export tapes to our tape libraries, working closely with our technical team to ensure seamless data management and backup.

Behavioral Skills Required:

  • Excellent customer-facing skills, with the ability to communicate effectively with end-users at all levels.
  • Independent and proactive thinking, with the ability to work autonomously and make sound decisions.
  • Strong relationship-building skills, with the ability to build effective relationships within the team and across the business.
  • Ability to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
  • Ability to work alone and unsupervised, taking the initiative when necessary.
  • Organized and prioritized work, with the ability to manage multiple tasks and deadlines.

Technical Skills and Experience Required:

  • Experience with call-logging systems, with the ability to accurately record and update support activities.
  • Good working knowledge of Windows 7/10 and related Office applications, with the ability to troubleshoot and resolve technical issues.
  • Supporting experience of MACs, with the ability to troubleshoot and resolve technical issues.
  • Knowledge of mobile devices, including Androids and iPhones, with the ability to troubleshoot and resolve technical issues.
  • Working knowledge of current and legacy hardware platforms, with the ability to build, configure, and troubleshoot desktop and laptop hardware components.
  • Familiarity with Microsoft SCCM, with the ability to manage and deploy software updates and patches.
  • Ability to replace defective parts, as identified by our technical team.
  • Excellent hands-on experience in installation and troubleshooting DC equipment, with the ability to rack and stack equipment and cables.
  • Excellent communication skills, with the ability to communicate effectively in English and local languages.

Desired Educational Requirements:

  • Completion of CompTIA certifications, such as A+ and Network+.
  • Completion of Microsoft certifications, such as MCP, MCITP, and MCSE.

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