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Desktop Support Specialist

2 weeks ago

Toronto, Ontario, Canada SPECTRAFORCE Full time $60,000 - $120,000 per year

Job Title: ESE Site Support Specialist

Duration: 6 months contract with possible extension

Location: 661 University Avenue, Suite 200, Toronto, ON

(Office-based, 5 days/week, 9:00 AM – 5:00 PM)

Primary Skills:

  • Windows/MacBook laptop support
  • Windows AutoPilot
  • MacBook management and JAMF configuration

Secondary Skills:

  • Serve as liaison between IT and business groups

Job Description:

The ESE Site Support Specialist will primarily provide on-site end-user technical support and assist with technology projects.

  • Provide day-to-day on-site technical support to client employees' desktops, laptops (Lenovo/MacBook), tablets, phones, and other devices. Support includes software and hardware installations, configuration, and troubleshooting.
  • Serve as a liaison between IT and business groups, acting as the face of IT to manage customer relationships and expectations.
  • Assist other infrastructure teams with server and network issues and installations when on-site technical resources are unavailable.
  • Provide Elite and White Glove support to executives.
  • Ensure office conference rooms, IDF, and MDF rooms are tidy and operational; assist Collaboration & Messaging and Network teams with projects.
  • Maintain a good understanding of software, hardware, related technologies, asset management, and shipping/receiving.
  • Deliver quick response and maximum uptime for all users and perform end-user training when necessary.

Key Responsibilities:

  • Manage day-to-day requests from the PC Hub; ship and check-in computer hardware, using the web-based Workstation Database.
  • Maintain accurate records of company hardware assets.
  • Administer and deploy equipment and software solutions company-wide.
  • Contribute to the production of technical/support documentation for the knowledge base.
  • Troubleshoot all problem areas promptly and accurately, providing end-user assistance where required.
  • Consistently meet established SLAs for PCs, OS, phones, tablets, printers, and desktop applications.
  • Work collaboratively with other IT Services groups, follow processes, and use provided tools to deliver optimal support.
  • Maintain a high degree of customer service.
  • Participate in support activities and work with other IT departments to prioritize and complete requests efficiently; drive process improvements where needed.
  • Follow standards for supported applications and workflows.
  • Manage workload independently with minimal supervision.

Minimum Qualifications / Requirements:

  • Minimum 3 years of IT customer service experience.
  • Excellence in a support role (desktop support, technical call center level 2/3, or equivalent) in a complex environment.
  • Technical skills: AutoPilot Imaging, Windows 10/11, Azure, Mac OSX, MS Office 365, Exchange, Active Directory, Zoom Rooms support; familiarity with ticketing systems (Service-Now experience is a plus).
  • Strong understanding of customer needs and ability to meet expectations.
  • Knowledge of asset management, shipping & receiving, and record keeping.
  • Excellent oral and written communication, analytical, and organizational skills.
  • Ability to manage time effectively, be motivated, reliable, and a self-starter.
  • Demonstrated ability to multitask effectively in a fast-paced technical environment.
  • Post-secondary education in a relevant field or equivalent experience.
  • Certifications from recognized IT organizations (CompTIA A+, HDI, Microsoft MCP) are a plus.