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Service Desk Technician

2 weeks ago

Ottawa, Canada Aversan Full time

**Location**: Ottawa, ON (Fully On-site)

**RESPONSIBILITIES**:

- Support multiple locations at any given time.
- Support users onsite and offsite.
- Maintain the end-user working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
- Ensuring the company's computing environment is stable and performing optimally.
- Proficient in the use of a ticketing system (specifically ServiceNow), and is expected to log all calls, walkups, IM’s, or any other type of contact with end users that will require their support.
- Provide a high level of customer service at all times.
- Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
- Document all end-user requests and interactions in ticketing system completing all steps as defined.
- Provide technical account management for customers resolving issues and escalating when appropriate.
- Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
- Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online).

**BASIC QUALIFICATIONS**:

- Associates Degree in Information Technology.
- A minimum of 1-2 years of service desk operations with proven experience in Windows technologies. PC hardware troubleshooting skills required.
- Bilingual in English & French.
- Full Active Directory experience.
- Formal Windows class-room training and certifications Microsoft technologies.
- Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required.
- Proficient with Windows Win10 operating systems and Microsoft Office required.
- Experience with PC hardware troubleshooting and repair skills required.
- Ability to travel to office and data center locations for on-site support, as needed.
- Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
- The ability to perform Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.