Desktop Support Specialist

Job Family Business Support

Primary Location Toronto

Position Language Requirement English Only

Language Skill Level (Reading)
- Language Skill Level (Writing)
- Language Skill Level (Speaking) Status of Employment Permanent

Work schedule(s) Full-time

**Work at CBC/Radio-Canada**

**Behind the scenes, but ahead of the curve: help us develop the next-generation public broadcaster.**

Created in 2015 to align, lighten and modernize infrastructure, the Technology and Infrastructure (T & I) team is the backbone and the future forward arm of CBC/Radio-Canada. We are the people that make stuff work. We make connections; between media content, systems, people and places. We are the space in between.
- A place with purpose._ CBC/Radio-Canada has always been a highly-regarded pioneer of media technology. Not just in Canada, but around the world. Today, we’re transforming ourselves from a conventional radio and television broadcaster into a modern digital media company. Technology is the driving force. T&I is the team making it happen.

**Your role**

**Key Tasks**
- Installs and maintains all corporate end-user devices including computers, mobile devices, printers and any other peripherals used by clients, as well as the software designated from time to time, as meeting IT standards.
- Provides exceptional customer service to all CBC clients and finds options and workarounds, by consulting with colleagues and manager, to help clients to become more productive.
- Maintains up-to-date knowledge of and provides second level support for supported computers and related hardware and mobile devices, first-level networking and CBC supported software.
- Escalates recurring or repetitive hardware or software problems (local or web-based) to hardware vendors, to responsible teams, to team lead, so alternative approaches can be explored.
- Provides service, maintenance and up-to-date inventory record-keeping for all designated end-user hardware, in the area of assignment.
- When repairs are necessary for out-of-warranty units, provide advice as to whether they should be undertaken.
- Consults with clients and makes recommendations regarding hardware and/or software requirements and/or options.
- Provides advice, support and training for the users of all software systems, in the area of assignment.
- Assists in the analysis, design and implementation of software systems as they are being developed, expanded or modified.
- Provides specialized guidance for the development, maintenance and administration of the Broadcast and Building Area Local Area Networks to ensure that the special needs of clients are satisfied.
- Provides specialized advice to other technological service groups who may be connecting their facilities to the Broadcast Area LAN to ensure the integrity and efficient operation of systems which may be impacted.
- In accordance with the procedures established from time to time, communicates with vendors and service suppliers to obtain service and support for desktop services and LAN / WAN connectivity.
- Provides support for devices connected to computers or mobile devices such as Tablets, smartphones, printers, scanners, projectors, photocopiers and any other related devices.
- Assists in the testing and rollout of new PC-based systems, mobile devices and participates in ad hoc projects on weekdays, weekends or after hours events such as elections, Olympics support, shows, etc.
- Documents and communicates in detail, and preferably on a daily basis, all repairs, adjustments, modifications, etc. affected, and/or the status of each action item, in ServiceNow(call tracking system), to clients, to the team, team lead, and manager, if necessary.
- Assist with projects from time to time, with lead roles as coordinators, implementers, etc.
- Documents and works independently on minor projects with guidance from Team lead/Manager.
- Occasionally will be required to carry up to 50 Lbs.

**Experience Required**:
- Community College diploma in computer sciences, CompTIA A+ certification or the equivalent. Microsoft, CCNA and other related certifications will be an asset.-
- Minimum 3+ years of practical and relevant experience as a Desktop Support person in a complex Media-centric environment, with a strong emphasis on customer service and desk-side support, of all technology used for Media production and administration-
- Advanced knowledge of Windows 7, 10 operating system and fixing issues-
- Medium to advanced knowledge of MacOS and ChromeOS and how to fix issues-
- Medium level knowledge of MS Active Directory-
- Medium to advanced knowledge of networking. Example: TCP/IP, subnetting, network cabling, switches, routers and WiFi technologies-
- Medium level knowledge and troubleshooting of tablets and smart handheld devices. IOS and Android-
- Medium to advanced knowledge of Google suite including Gmail, Google Drive/Docs and Team drive-
- Medium to advanced knowledge of Media tools such as Dalet, DTV and Wavelab-