Technician, Desktop Support

**Position Description**: The Desktop Services Technician installs, configures, tests, troubleshoots, repairs and maintains personal computers, printers, local area networks (LANs), wide area networks (WANs) and related software and hardware to keep new and existing systems operational. Provides technical assistance to system users, ensures positive customer experience, and promotes customer satisfaction. They will also act as a liaison between the IT ERP Products team and the users of technology globally. **Direct Reports Include**: N/A Specific Accountabilities - Responsible for answering and recording systems desk telephone calls and electronic requests for systems software and hardware support. Coordinates administrative and logístical details associated with providing systems software and hardware support to users. Completes follow-ups with users to ensure requests are resolved. - Provides direct primary first level system support for users of corporate ERP and other business systems in all facilities globally. - Acts as a liaison between general users and technical programming resources. - Diagnoses system hardware, software, and operator problems based on knowledge of system operations. - Resolves routine Service Desk problems and performs advanced troubleshooting in person and via telephone concerning systems operation; Refers specialized/lengthy service desk problems to appropriate team members. - Maintains integrity of the hardware/software inventory database. Operates the master consoles to monitor the operation of computer systems and networks. - Executes production schedules. Performs transmission of data to remote locations. Distributes output to users. Logs events of shift, system malfunctions and disruptions, and creates shift reports for supervisory review and resolution. - Assists in related policy/procedure development and implementation. - Part of rotation schedule to provide after-hours on-call support - Installs hardware and peripheral components such as monitors, keyboards, printers, and disk drives, following design or installation specifications. - Coordinates the repairs to any personal computer and/or peripherals with major manufacturers/suppliers ensuring warranty provisions apply. - Assists in preparing plans for evaluation, selection and implementation of personal computer hardware and software. - Assists in maintaining software library of all company-owned personal computer-based software, ensuring compliance with all software licenses and copyright laws. - Responsible for observing all applicable safety requirements and reporting immediately any unsafe practices/conditions. - Carries out special projects as assigned. Technical Requirements - Thorough knowledge of information technology including local area networking, wide area networking and remote communication systems. - Thorough knowledge of PC's and related hardware peripherals in the current company operating system environment. - Good analytical, decision making, interpersonal, oral and written communication skills. - Comprehensive knowledge and understanding of a broad range of company processes and supporting Business Systems functionality is considered an asset. Position Requirements The typical minimum level of education to perform this job competently is equivalent to high school graduation and completion of a diploma training program at a college or technical school. The person requires an ability to understand, utilize and communicate specialized information in speech and written text. This specialized training is often formalized and recognized by a specific certificate, diploma or license. **Employment type**: Full-Time Regular 40 hours/week **Experience Required**: 3-5 years **Education Required**: College Diploma (Canada) in Information Technology **Travel percentage**: < 5% After hours on call support required