IT Support Technician

Job Description

The IT Support Technician ensures consistent, cost-effective, quality support for support services, endpoint desktop technology and end user experience for our internal userbase. They will work on all aspects of IT Service Delivery including end user device management, technology selection & purchase, configuration, upgrades, and Tier 1 & 2 Service Desk support. The successful candidate is a curious and ambitious technology enthusiast who has effective communication, multitasking skills, articulation, and attention to detail. They are a customer focused individual who can work independently, but also enjoys collaborative teamwork, complex problem solving, and have a love for desktop computing technologies

What You Will Do:

• Evaluate, prioritize, address, and own the lifecycle of incident and service request tickets as they arrive at the support queue while maintaining the appropriate SLAs
• Contribute to our CSI (continued service improvement) & end user experience program, help to build out helpdesk support automation initiatives inclusive of enhancing our chatbot capabilities and contributing to end user training and knowledgebase database
• Develop and maintain positive internal and external relationships while always striving to achieve the highest level of customer service and satisfaction
• IT asset purchasing, tracking, inventory, e-waste and disposal of PC hardware and peripheral equipment (asset lifecycle)
• Provide support for iPhones, tablet devices, telephony, conferencing and communication technologies
• Conference room equipment set up, support and preventative maintenance for TVs, projectors, and other AV equipment
• Configure and deliver software to endpoints, and image our fleet of computers for repairs, evergreening and refreshes, and new onboarding user setups
• Provide support and training for all end-user productivity technologies such as Microsoft365 applications and other collaboration or cloud productivity tools
• Troubleshoot Windows network accounts inclusive of password resets, account lockout, enabling/disabling accounts, computer objects, etc. using Azure AD
• Maintain security posture through computer virus and malware removal and compliance administration
• Printer/photocopier setup, service administration and support requests
• Setup and provide support for virtual machines in VMware horizon client and VMware workstation
• Provide training on the use of VPN and various ATS standard software to new users when required
• Provide after-hour and weekend support as part of an “On-Call” rotation and travel to other local ATS sites and conferences as necessary
• Perform other tasks as required

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: 

• 1-3 years of related Service Desk, Endpoint/Desktop Support or End User Services related experience 
• Strong knowledge of and experience with ITIL IT Service Management processes inclusive of Incident, Problem, Change, SLM, and Service Desk competencies using ticketing systems such as Jira, ServiceNow, etc. 
• 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 supporting the latest Windows desktop operating systems 
• Working knowledge of Microsoft SCCM/Endpoint Manager and accompanying technologies 
• Strong knowledge of iOS & iPhone as well as MDM platforms like InTune  
• Expert, hands-on experience with Microsoft 365 cloud technologies and administration 
• General experience with network communications knowledge with switches, routers, TCP/IP, wireless, DNS/DHCP 
• Experience with printing devices, conferencing and audio/video systems 
• Excellent interpersonal and communication skills with ability to interact confidently at multiple organizational levels 
• Strong analytical, problem-solving, troubleshooting, and critical thinking skills. Detail oriented and solid organization skills
• Self-motivation, ability to multi-task in a fast-paced, dynamic environment independently