IT Desktop Support Technician/user Support

2 weeks ago

Kitchener, Canada Scalence Full time

Project Overview:
Develop and implement a comprehensive User Support and Troubleshooting System that effectively manages user inquiries, resolves technical issues, supports onboarding processes, and maintains efficient onsite support for hardware and software.
Overall Responsibilities:

- Issue Categorization
- Ask open-ended questions to understand the issue.
- Categorize the problem (e.g., software, hardware, account-related, etc.).
- Document the issue in detail.
- Basic Troubleshooting Steps
- Walk users through basic troubleshooting steps.
- Document the steps taken and results.
- Ticket Creation & Documentation
- Create a support ticket and document the work in the ticket.
- Assign the ticket to the appropriate queue or internal team based on the issue category.
- Onboarding New Users
- Set up new hardware (monitor, keyboard, mouse, hub, docking station).
- Ensure all equipment is connected properly and functioning.
- Help troubleshoot as and when required
- Onsite presence for user support experience

Boston - Senior person (L3 level) desktop support person
- Lead the resolution of highly complex and escalated technical issues related to desktop systems, including advanced hardware and software problems.
- Conduct in-depth root cause analysis to identify underlying issues and develop long-term solutions.
- Implement and manage advanced troubleshooting tools and techniques.

**Required Skills**:

- Strong IT and Hardware Knowledge - Understanding of common hardware components
- Experience with Windows, macOS, and Linux operating systems.
- Troubleshooting:

- Strong problem-solving skills to diagnose and resolve technical issues effectively.
- Ability to follow logical troubleshooting procedures and identify root causes.
- Communication Skills:

- Excellent verbal and written communication skills to interact effectively with users and understand their issues.
- Strong documentation skills to accurately record issue details, troubleshooting steps, and resolutions in tickets.
- Ability to guide new users through onboarding processes and help them get accustomed to new tools and systems.
- Organizational Skills:

- Skills in organizing and setting up workstations, including hardware and peripheral configuration.
- Ability to manage and complete onsite support tasks in an orderly and efficient manner.
- Customer Service Excellence:

- Commitment to delivering high-quality support and ensuring a positive user experience for the users and stakeholders.
- Willingness to learn
- Ability to work effectively with internal teams and escalate issues when necessary.
- Executive Interaction - Experience working directly with senior leadership, including CEOs and IT Heads, providing high-touch, personalized support.
- Confidentiality - Ability to handle sensitive information with discretion and maintain confidentiality.

Nice to have Skills (not required):

- IT certifications (e.g., CompTIA A+, Network+)
- Experience with helpdesk ticketing systems
- Experience in a large-scale enterprise environment
- Gsuite experience is highly preferred

Pay: $30.00-$35.00 per hour

Schedule:

- 8 hour shift

Work Location: In person

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