Desktop Support Technician Level 2

1 week ago

Surrey, Canada Mainroad Group Full time

**Desktop Support Technician Level 2** | Mainroad Group**

**An exciting opportunity exists for a Desktop Support Level 2. This one-year maternity leave contract position is based out of Mainroad’s head office in Cloverdale and will report to the IT Manager.**
- Minimum two (2) years post-secondary education, information technology / computer systems related courses.
- Previous experience in a Helpdesk or Technical Support environment as an Analyst or Technician.
- A+ certification required (or near completion).
- Network+ certification preferred.
- Completion of, or currently enrolled in Microsoft Certification Courses (MS365, Azure, Security).
- Exceptional customer service and communication skills, written and oral.
- Excellent organizational skills, ability to prioritize issues and multi-task.
- Proficient in troubleshooting operating systems such as; Windows10, 11, MS Server OS.
- Patience with frustrated users, maintaining professionalism under difficult situations.
- Detail oriented, able to approach problems logically and able to prioritize responsibilities.
- Working knowledge of Mainroad’s standard desktop load.
- Working knowledge of Mainroad’s WAN and LAN protocols and architecture.
- Team approach for difficult or unknown problems and projects.
- Ability to complete Level 1 & Level 2 tasks with mínimal guidance or prompting.

Job duties include, but are not limited to the following:

- Creates Web Helpdesk ticket for reported issues or service requests.
- Manages user accounts, computer setups, workforce change requests.
- Documentation of problems and resolutions into Web Helpdesk system and ensure clients are communicated with during the process of ticket creation to ticket resolution.
- Troubleshoot and investigate reported hardware and software issues and incidents using standard tools sets and technology best practices either remotely or on-site.

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