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Desktop Support Specialist

2 months ago

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

We are seeking a skilled Desktop Support Technician to 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.

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.

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.