IT Support Technician

Specific Responsibilities

Ensure consistent, cost-effective, quality support of all company endpoints and services. Working on all aspects of end user device management including technology selection & procurement, configuration, upgrades and Tier 2 (client support) and 3 (vendor level) Service Desk support.  

The successful candidate is a curious and ambitious technology enthusiast who has great communication and articulation skills, and attention to detail. They are a customer focused individual who enjoys collaborative teamwork, complex problem solving, and has a love for desktop computing technologies.

•    Act as first point of contact for day to day on-site deskside and remote support for any computer hardware or software break/fix and request tickets. 
•    Evaluate, prioritize, and address tickets as they arrive to the Client Support queue while maintaining the appropriate SLAs. Escalate issues to responsible teams when out of scope for client support team.
•    Develop and maintain positive relationships (internal and external) while always striving to attain the highest level of customer service and satisfaction.
•    Use Microsoft SCCM & Endpoint Manager to build and deliver software and patches to all endpoints, and image our fleet of computers for repairs, evergreening and computer refreshes, and new onboarding user setups. 
•    Configure computers with commonly used software products such as Windows 10, Office 365 applications, SolidWorks, VPN client, Adobe suite, and other related engineering software.
•    Provide support and administration for iPhone mobile devices, telephony, conferencing and communication technologies. 
•    Provide support and training for all end-user productivity technologies such as Microsoft 365 applications and other collaboration productivity tools.
•    Conference room equipment set up, support and preventative maintenance for TVs, projectors, and other AV equipment.
•    Troubleshoot Windows network accounts inclusive of password resets, account lockout, enabling/disabling accounts using Azure AD.
•    IT asset purchasing, tracking, inventory, e-waste and disposal of PC hardware and peripheral equipment.
•    Computer virus and malware removal and administration.
•    Printer/photocopier setup, service administration and support requests.
•    Assist in setting up and providing support for virtual machines in VMware horizon client and VMware workstation.
•    Provide basic training on the use of VPN and various ATS standard software to new users when required.
•    Contribute towards the internal knowledge database (Confluence) to allow team members to utilize the necessary resources to troubleshoot problems.
•    Remain current in ATS client technologies and IT industry trends and best practices.
•    Provide after-hour and weekend support as part of an “On-Call” rotation and travel to other ATS sites and training conferences as deemed necessary.
•    Perform other tasks as required.
•    Adhere to all health and safety rules and procedures.

Qualifications

Education:
•    Post-secondary technology program diploma, or equivalent, specializing in business administration, desktop engineering/support, networking or information systems.
•    Industry Standard certifications such as: CompTIA A+, Server+, Network+, MCSE, CCNA, ITIL would be an asset.

Experience & Skills:
•    2-3+ years of related Service Desk, Desktop Support, End User Services or System Administration related experience
•    Troubleshooting skills for both PC hardware (memory, CPU, power supply, graphics) and software (Active Directory, Office applications, Exchange/E-mail); virtual desktop infrastructure.
•    Expert knowledge and experience with the supporting latest Windows desktop operating systems 
•    Developing knowledge of PowerShell scripting, GPO, Microsoft SCCM/Endpoint Manager (creating and updating deployment packages, ensuring system compliance, management and monitoring of software distribution), Intune or similar technologies.
•    Knowledge of iOS & iPhone as well as MDM platforms would be an asset.
•    Hand-on experience with Microsoft 365 technologies and administration 
•    General network communications knowledge with switches, routers, TCP/IP, wireless, DNS/DHCP.
•    Experience with printing and audio/video systems would be an asset.
•    Excellent interpersonal and communication skills with ability to interact confidently at multiple organizational levels.
•    Good analytical, problem-solving, troubleshooting and critical thinking skills.
•    Detail oriented and strong organization skills.
•    Self-motivation, ability to multi-task in a fast-paced, dynamic environment.

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