Support & Ops Tech II

1 month ago

Toronto, Canada CDW Full time


Role Overview
The Support & Ops Tech II role is responsible for providing second level onsite technical support and assistance to CDW coworkers primarily in the Canada region. This role troubleshoots, diagnoses, and resolves hardware, software, and network issues, as well as installs, configures, and maintains IT equipment and systems in collaboration with other Technology teams. The Support & Ops Tech II also provides training and guidance to coworkers on IT best practices and policies.

Key Areas of Responsibility
  • Provide second-level desktop support including.

  • Workstation OS (Windows and macOS) deployment including new hires and QA activities.
  • Application troubleshooting and escalation to engineering teams.
  • Mobile devices including smartphones and tablets.
  • Printers/Copiers/MFPs

  • Regularly tests and support conference room A/V technology.
  • Follow all guidelines and operational procedures.
  • Respond to and resolve incidents and requests through ticketing system.
  • New hire onboarding for individuals and classes


Other Responsibilities
  • Meet all productivity and quality goals as measured by the department.
  • Diagnose, research, and troubleshoot computer issues, including operating systems, hardware and software, VPN, connectivity, security tools both remotely and on-site.
  • Participate in business-funded projects including hardware refresh and security initiatives.
  • Provide backup support for the Technology Service Desk.
  • Follow all asset management guidelines and procedures.
  • Create and update knowledgebase documentation.
  • Occasional after hours support due to scheduled deployments and onsite incidents.
  • Occasional travel to other CDW sites for support and scheduled events.

Education and/or Experience Qualifications
  • High School Diploma or equivalent.
  • 2+ years of experience in an IT-related field.

Required Qualifications
  • Excellent verbal and written communication skills with the ability to effectively interact with company stakeholders, leadership, coworkers, and contractors.
  • Ability to work in a dynamic environment with high efficiency and manage multiple tasks and projects at the same time.
  • Strong attention to detail.
  • Demonstrated organizational and time management skills.
  • Can work on their own and with others in a collaborative setting.
  • Strong interpersonal skills.
  • Provide support through face-to-face, remote assistance, phone, email, and instant message methods.
  • Experience deploying and supporting Windows and macOS.
  • Experience installing/uninstalling hardware/software.
  • Experience performing mass workstation deployments and migrations.
  • Participate in rotating after-hours on-call support including scheduled maintenance.
  • Ability to provide onsite support and occasional travel to other offices.
  • Lift up to 20-50lbs on a regular basis, with or without assistance.

Preferred Qualifications
  • Associate or Bachelor's degree
  • 2-4 years of IT-related experience
  • Experience using ServiceNow or similar ticketing system
  • CompTIA A+ Certification
  • Apple Certified Support Professional
  • HDI Desktop Support Technician
  • ITIL v4 Foundations

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