IT Deskside Technician

Stefanini Group is looking for **IT** **Deskside Technician** **for a globally recognized company

The IT DeskSide Analyst will be based in the Toronto, CA office. Under the supervision of the Senior Delivery Technology Manager (SDTM), they will be responsible for:
**What will you do?**
- Supporting IT equipment in large corporate environment
- Desktop/laptop tech support (Mac and PC)
- Windows 7/10 operating systems
- Support mobile devices, printers, scanners, wireless, VPN, etc.
- IMAC Support - IT equipment Install/Move/Add/Change
- Maintain repairs, spare parts, and components
- Research and troubleshoot problems
- Maintain system configurations and documentation
- Track and resolve customer incidents and requests through the client's ticketing tool
- Troubleshoot and resolve hardware and software issues for Windows devices
- Backup, restoration, and migration of user data
- Smart Hands support with networking, server, and telecommunications technologies
- Printer and peripheral device support
- Inventory management of IT assets including asset auditing
- Ability to research and follow appropriate KB articles
- Ability to work on-call and other after-hours support needs
- May provide Executive support
- Various other tasks associated with deskside services
- May need to be available to provide support at other client locations as needed
- Other duties as assigned

**What do you need to succeed?**
- Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
- Able to uphold a positive attitude at all times, even under stressful conditions
- Experience supporting remote facilities and users
- Excellent verbal and written communication skills
- High level of professionalism and strong personal interaction skills
- Ability to perform in-depth research and troubleshooting for complex technical issues
- Ability to prioritize and complete all work tasks with mínimal supervision
- Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
- Ability and willingness to learn new technologies
- High School Diploma (required)
- Deskside / Desktop / End User Computer experience, ideally in a corporate environment
- Proven ability to handle challenging, rapid-response user support
- Proven ability to balance, prioritize and organize multiple tasks

**Desired Characteristics**
- A+ Certification
- Microsoft Certified Professional (MCP)
- ITIL Foundations
- Lean Six Sigma
- Promote 'customer first' approach with all interactions.
- Identify, prioritize and resolve support problems by providing telephone-based, in-person, hands-on and/or remote support (incident management).
- Management and ownership of problems through to resolution.
- Proactively analyze groups of support requests to determine the root causes (problem management) and implement revised work practices to address.
- Classify, log and maintain records for all issues, requests and changes, track until resolution
- Develop, maintain and continuously review support procedures and other end-user documentation.
- Liaise with support groups, external vendors and/or other stakeholders to ensure support requests are resolved within SLA.
- Proactively build and maintain relationships with internal and external suppliers of services.
- Contribution and preparation to the preparation of Technology Department information bulletins for staff.
- Other activities and projects as determined by the needs of the organization identified by the Service Delivery Manager.
- User and group administration within Office 365 and SharePoint Online.
- Assist in the maintenance of asset registers of office technology equipment and software licenses.
- Manage the build and provisioning of devices as required.
Minimum 3 years' experience in a similar role within a complex organization.
- Proven experience in delivery of a high level of customer service
- Demonstrated experience using MS Office Suite of products including Word, Excel and PowerPoint at an Advanced level.
- Office 365 and SharePoint Online administration experience.
- Operational experience at similar events (Desirable).
- Effective communication skills (written and oral).
- Proven problem solving / trouble shooting skills.
- Ability to work with a team and independently.
- Flexibility when faced with ambiguity or constant change.
- Experience of providing support activities with a technology or events field (desirable).
- Excellent ability to work under pressure.
- Hold a current and valid Driver's license.