Service Desk Technician

4 days ago

St Catharines, Ontario, Canada MicroAge - Technology Services Full time

The Service Desk Technician is an important first point of contact for our clients, providing exceptional technical support and ensuring the smooth operation of their IT systems. You will be responsible for providing end user support, troubleshooting and resolving technical issues, escalating complex problems, and maintaining high levels of customer satisfaction. Communication skills are critical, the customer experience is often defined through the interactions with our Service Desk team.

SKILLS & TRAITS

  • Technical Proficiency: Strong understanding of computer systems, networks, and software applications.
  • Problem Solving: Ability to troubleshoot and resolve technical issues efficiently and effectively.
  • Communication Skills: Excellent verbal and written communication skills to interact with clients and team members clearly and professionally.
  • Customer Service Orientation: Strong focus on delivering exceptional customer service and building positive client relationships.
  • Time Management: Ability to manage multiple tasks and prioritize more critical tasks, directing unresolved issues to next-level personnel.
  • Team Player: Ability to work collaboratively within a team and contribute to a positive work environment.
  • Adaptability: Willingness to learn new technologies and adapt to changing client needs and environments.

DUTIES & RESPONSIBILITIES

  • Provide first-level technical support to clients via phone, email, and remote assistance tools.
  • Diagnose and troubleshoot hardware, software, and network issues, escalating to higher-level support when necessary.
  • Track and manage support tickets and alerts in the service desk system, ensuring timely resolution and follow-up.
  • Document and maintain detailed records of client interactions, technical issues, and resolutions.
  • Assist in the installation, configuration, and maintenance of computer systems and software applications.
  • Conduct regular system checks and maintenance to ensure optimal performance and security.
  • Assist client end users with IT best practices and provide guidance on using technology effectively.
  • Collaborate with team members to share knowledge and improve service delivery processes.
  • Participate in ongoing training and professional development to stay current with industry trends and technologies.

EXPERIENCE & EDUCATION

  • Associate degree in Information Technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
  • Minimum of 1-2 years of experience in a technical support or service desk role, preferably within an MSP environment.
  • Proficiency in Windows operating systems, Microsoft 365, networking fundamentals, and common troubleshooting tools and techniques.

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