IT Desktop Support- Hamilton

2 weeks ago

Hamilton, Canada Axiom Technologies Full time

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

**Key Responsibilities**:
**Technical Support**:

- Provide on-site and remote support for desktops, laptops, printers, mobile devices, and related hardware/software.
- Assist with system setups, hardware deployment, and software installations.
- Perform password resets, account unlocks, and basic user account administration.
- Maintain documentation of technical procedures and known issues.

**Dispatch & Coordination**:

- Monitor incoming support tickets and assign them based on priority, issue type, location, and technician availability.
- Act as the central coordinator for all Desktop Support operations—ensuring efficient resource allocation.
- Follow up on open tickets to ensure resolution and customer satisfaction.
- Escalate complex or high-priority issues to senior engineers or other IT teams as needed.
- Track SLA compliance and keep stakeholders informed of ticket status and updates.
- Create shift handover reports and maintain accurate logs of ongoing issues.

**Requirements**:
**Education & Experience**:

- Associate or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- 1-2 years of hands-on experience in a desktop support or helpdesk environment.
- Experience with dispatching or coordinating IT support is a strong plus.

**Technical Skills**:

- Proficiency in supporting Windows and Mac OS environments.
- Familiarity with Microsoft Active Directory, Exchange, and Office 365.
- Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy, Zendesk).
- Understanding of networking basics (TCP/IP, DNS, DHCP, VPN).

**Preferred Certifications**:

- CompTIA A+, Network+, or Security+
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL Foundation (for process-oriented environments)

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