Desktop Support

Hello.

Hope you are doing well.

We have an urgent position below. If you are interested, please share your updated resume with the rate expectation.

**Title: Desktop Support (Engineer / Technician)**

**Location: Calgary, AB / Onsite**

**Duration: Long Term Contract**

**Job Descriptions**:
**RESPONSIBILITIES**:
Act as first point of contact for all Employee Technology Support issues for employees and contractors

Take ownership of support requests from beginning to successful completion.

Provide high quality employee technology support to the user community in a PC and MAC environment.

Maintain a high degree of customer service

Coordinate and implement hardware upgrades and replacements as required.

Log all IT support activity in the ServiceNow ticketing system.

Keep accurate records and inventories of corporate assets (i.e. desktops, laptops, mobile devices, etc.).

Ensure compliance with, and implementation of Rogers Corporate IT Standards.

Liaison with Rogers ITS, Hardware / Software vendors, and Rogers Procurement.

Communicate solutions and ideas with local team and IT staff at other locations.

Provide reporting in support of the Employee Technology support team and IT Services.

Participate in call volumes reduction initiatives through the analytics of service calls, system events, and call handling data.

Cultivate opportunities for self-serve capabilities based on intimate understanding of reported issues

Ability to work with all level of users

May be required to work at other locations as directed.

Participate in rotating after-hours on-call schedule

**EXPERIENCE & EDUCATION**:
Bachelor's degree or Diploma in business or technology preferred.

Excellent interpersonal skills including demonstrated customer service and relationship building capabilities.

Professional certifications and training including ITIL V3 and Project management are desirable

Familiarity with Compliance Standards (PCI, SSAE 16)

**QUALIFICATIONS**:
IT Experience including working in employee technology support

Must be confident and comfortable supporting senior level executives and their assistants

Knowledge of Microsoft and Apple desktop operating systems (managing, configuring, upgrading and trouble shooting)

Knowledge of desktops (PCs and Macs) (managing, configuring and trouble shooting)

Knowledge of mobile devices such as phone and tablets (managing, configuring and trouble shooting)

Experience with IT Service Management Tools such as HP Service Center, ServiceNow, BMC Remedy, CA Service Operations Management

Experience providing hands-on and remote end user support.

Working knowledge and experience with documentation, data & reporting tools including Excel, Access

Minimum MCP certification, MCSA or MCTS preferred.

ITIL certification is an asset.

CompTIA A+ certification is an asset.

Ability to deal with and prioritize multiple tasks in a time-sensitive environment.

Ability to work independently and to meet defined deadlines with minimum supervision.

Network troubleshooting skills are an asset.

Fluent bilingualism (English / French) both verbally and in written communication is a significant asset

**Thanks**,

**Elyash Khan**

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

Pay: $17.84-$31.96 per hour

Expected hours: 40 per week

Additional pay:

- Bonus pay
- Overtime pay
- Tips

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Overtime

Application question(s):

- Are you able to speak, read and write french?
- Do you have experience with ServiceNow, BMC Remedy?
- Do you have experience with PCs, MacOS and Windows?
- Do you have experience with Microsoft and Apple desktop operating systems?

Licence/Certification:

- CompTIA A+ (preferred)
- MCP (preferred)
- ITIL Certification (preferred)