Service Desk

2 weeks ago

St Catharines, Canada MicroAge Technology Services Full time

Performs basic problem solving and tech support troubleshooting of hardware, software, and networking issues for various clients.
- Assemble, image, and configure client workstations, laptops, and servers.
- Provide individual instruction and/or training to users.
- Performs routine technical assistance and maintenance duties for various clients and internally.
- Performs data entry and maintenance of records.
- Entry of time completed and call activity.
- Follow check lists to ensure a consistent result for routine and common tasks
- Creation and monitor central ticketing system to ensure timely resolution of issues.
- Performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.
- Access software updates, drivers, knowledge bases and FAQ resources on the internet to aid in problem resolution.
- Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
- Documentation of any/all changes to customer environments.
- Recognizing and escalating more difficult issues
- Maintains prevalent knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
- Performs miscellaneous job-related duties as assigned.

**Preferred Qualifications**
- Post Secondary Education
- Computer-related industry experience.
- Post-secondary education in Computer Science/Information Technology is an asset

**Preferred Experience/Skill Level**
- Minimum 6 months of industry experience (related to the duties and responsibilities specified)
- Ability to analyze and resolve basic hardware/software issues.
- Experience with Remote Monitoring and Management tools is an asset.

**Aptitude & Interpersonal Skills**
- Strong communication (written and verbal) and interpersonal skills.
- Ability to multi-task in a team environment
- Ability to work under pressure with tight deadlines
- Ability to conduct research into a wide range of computing tech support issues
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to absorb and retain information in a fast-paced environment
- Exceptional customer service orientation
- Proven technical, analytical, and problem-solving tech support skills
- Highly self-motivated and directed with a passion for technology and I.T.
- Strong problem-solving skills and self-learning.
- Show initiative when undertaking tasks.
- Strong task management and multi-tasking skills.
- High degree of confidentiality.
- High degree of punctuality.
- Ability to take, interpret and follow instructions.
- Committed towards undertaking duties efficiently with a strong attention to detail.
- Professional personal presentation.
- Awareness of and ability to work in accordance with Company Policies and Procedures.

**Job Types**: Full-time, Permanent

**Salary**: $38,000.00-$43,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking

Schedule:

- Day shift
- Evening shift

Work Location: One location

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