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Service Desk Technician

4 months ago

Halifax, Canada Morson Talent (Canada & USA) Full time

Location: Halifax, NS

Contract Duration: 6 months with a possibility of extension or conversion to permanent

Working Hours: Monday to Friday (8am-5pm or 7am-4pm)

Pay Rate: $23-26.40/hour


Job Title: Service Desk Technician


Position Summary

The primary goal of this role is to support the increasing number of users in Canada. The candidate will be responsible for:

  • Providing support at multiple locations simultaneously.
  • Assisting users both onsite and offsite.
  • Traveling to various sites across Canada.
  • Collaborating with a team of technicians.
  • Sharing feedback and knowledge with the team.
  • Supporting modern IT environments.
  • Performing duties onsite.
  • Maintaining the end-user working environments, which include workstations (desktops and laptops), printers, video conference equipment, cellphones, VOIP desk phones, and other peripherals.
  • Using a ticketing system (specifically ServiceNow) to log all user interactions requiring support.
  • Ensuring the company's computing environment is stable and optimal.
  • Delivering high-quality customer service at all times.


Essential Functions / Key Areas of Responsibility

  • Analyze, diagnose, and resolve complex end-user problems, and suggest scalable solutions.
  • Prepare, maintain, and uphold logging and reporting procedures.
  • Monitor desktop operations via the ticketing system.
  • Manage the customer computing experience proactively.
  • Execute plans and implement technical infrastructure projects.
  • Provide first and second-level support to end-users with workstations and laptops.
  • Extend and simplify remote support for global users.
  • Analyze root cause issues and execute corrective actions.
  • Coordinate with computer specialists to resolve technical problems.
  • Document, execute, and maintain desktop security standards.
  • Handle system administration of enterprise desktop asset management software tools.


Duties

  • Deliver outstanding customer service.
  • Demonstrate a strong desire to learn.
  • Be logged into the call center and ready to take calls during business hours.
  • Participate in the on-call rotation for after-hours support.
  • Monitor the ticket queue and route tickets to the appropriate teams if unresolved.
  • Document all end-user requests and interactions in the ticketing system.
  • Provide technical account management for customers, resolving issues and escalating when necessary.
  • Respond quickly and maintain professionalism.
  • Diagnose, troubleshoot, and resolve requests using RDP, BigFix Remote Control, VPN Software, etc.
  • Troubleshoot issues related to systems, hardware, software, and operator problems.
  • Route or escalate requests to appropriate functional teams.
  • Instruct users and troubleshoot software/hardware issues via phone, email, chat, and remote control software.
  • Setup, support, and troubleshoot VTC (Video Teleconference) and VOL (Video Online).
  • Provide reports to management.
  • Build and maintain a knowledge base and document procedures.
  • Document and manage product development issues to resolution.
  • Lead or assist with training and quality improvement programs.
  • Collaborate with Engineering and other supportive roles. May also interact with external vendors/customers.
  • Demonstrate high integrity and a strong work ethic.
  • Assist with other duties or projects as assigned.


Minimum Requirements

  • Associate’s degree in Information Technology with 3-5 years of related experience or an equivalent combination of education and experience.
  • Proven experience in Windows technologies.
  • Formal Windows classroom training and certifications from Microsoft are a plus.
  • Ability to perform Windows network administration tasks and a broad understanding of the Windows work environment.
  • Basic understanding of IT enterprise infrastructure (networks, systems, telephony, and storage).


Requirements

  • Associate’s Degree in Information Technology.
  • Formal Windows training and certifications from Microsoft.
  • PC hardware troubleshooting skills.
  • Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP.
  • Proficiency with Windows 10 operating systems and Microsoft Office.
  • Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through.
  • Ability to balance priorities and work independently or as part of a team.
  • Ability to work under minimal supervision.
  • Good organization and project management skills with attention to detail.
  • Ability to document solutions and train other staff.
  • Good verbal and written communication skills.
  • Excellent priority management skills.
  • Experience with PC hardware troubleshooting and repair.
  • Ability to travel for on-site support.
  • Basic understanding of IT enterprise infrastructure and its components.
  • 1-2 years of service desk operations experience with Windows technologies.
  • Ability to perform Windows network administration tasks and a broad understanding of the Windows work environment.
  • Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
  • Ability to solve practical problems and handle a variety of concrete variables.
  • Ability to interpret various instructions in written, oral, diagram, or schedule form.


Preferred Qualifications

  • Experience with ServiceNow.
  • Experience in an agile operations model.
  • Experience with Microsoft 365 (MS Teams, SharePoint, Exchange Online).
  • One Microsoft desktop certification (e.g., MCSE, MCSA, MTA) is highly desired.
  • ITIL certification is desired.
  • Certifications in Windows system management.
  • Linux certification is a plus.