Desktop Support Technician
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Job Title: Desktop Support Technician
Job ID: 90294
Location: Vancouver, British Columbia
What you will be doing:
- Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
- Deliver an outstanding client experience by representing the company's Digital Systems department in a professional, courteous, and service-oriented manner
- Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards
- Collaborate with vendor support teams to troubleshoot and resolve technical issues
- Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems
- Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications
- Conduct user training on hardware and software standard processes
- Recommend and implement system upgrades to maintain performance and longevity
- Coordinate hardware and software procurement by working with internal procurement teams
- Assess user requirements to establish appropriate technology solutions
- Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions
- Document incident and request history in the ticketing system
- Maintain IT security policies and standard processes within the local network
- Develop and update Knowledge Base articles to support internal documentation
- Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management
- Advance complex issues to appropriate IT teams while ensuring resolution
- Coordinate third-party technical support when necessary and follow up on outstanding issues.
- Collaborate with business partners to understand and address IT support needs
What you must have:
- 5+ years of recent experience as Tier 2 support within a corporate office environment
- Demonstrated interpersonal skills with a customer service orientation focused on quality and results
- Excellent verbal, written, and presentation skills
- Experience supporting Mac OS and Apple products in an enterprise environment includingiOS-based mobile devices in an ActiveSync environment
- Familiarity with JAMF,NoMAD, Apple Enterprise Connector, andInTuneon Macisan asset
- Strong knowledge of Windows,Officeand Microsoft 365 suite
- Experience supporting users on Exchange Online
- Outstanding troubleshooting and problem-solving skills
- Proficiency contributing to incident management and ticketing systems (ServiceNow preferred)
- Good understanding of computer hardware, software, networking, and remote support tools
- Solid understanding of client-server networking systems
- Experience providing VIP/executive-level support is a significant asset
- Experience with multi-function Xerox printers (AltaLink models preferred)
- Familiarity with Azure Online, SCCM, Active Directory, and Desktop Authority is an asset
- Experience with Microsoft Intune is a plus
- Background in customer service or hospitality is helpful
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