Service Desk Technician
The Service Desk Technician’s primary focus is providing technical support to internal employees. They also manage laptop inventory and administer employee user accounts and access.
What You Will Do
- Oversee and manage the entire technical onboarding and termination process, ensuring smooth transitions for new hires and departing employees
- Perform troubleshooting to diagnose and resolve hardware/software problems for internal employees
- Follow ticketing platform process when responding to requests
- Lead administration of user accounts, physical access controls, and office alarm codes
- Act as first point of contact for all technical employee onboarding and offboarding tasks
- Manage inventory of employee hardware, including working with Office Manager shipping/distribution and handling lease management
- Install and maintain software and hardware for all employees
- Provide orientation and guidance to users on how to operate new software and equipment
- Act as escalation point for day-to-day computer/technology needs for staff and clients, including responding to tickets and arranging support
- Responsible for deployment and system maintenance activities under the direction of senior staff
- Manage Google Workspace for all internal staff
- Diagnose and resolve internal hardware, software and system issues through effective troubleshooting
- Administers VMware Workspace One
- Responsible for procurement of IT assets
- Participate in regular professional development and internal training activities organized by senior staff
Requirements
- 1-2 years of experience in information technology
- Post-secondary education with a focus in Information Technology
- Experience managing Microsoft Office Suite and Google Workspace
- Experience with task management platforms, such as Jira, and password managers
- Experience troubleshooting and resolving MacBook and MacOS issues / Dell and Windows issues
- Excellent customer service skills
- Ability to use discretion, listening, and verbal skills with remote clients when solving problems over the telephone, and relaying solutions or recommendations
- Ability to apply conceptual thinking and judgment
- Experience with Slack and Zoom
- Ability to assist remote and in office workforce with an equal amount of urgency and care
- Ability to learn new products and technologies quickly
- Strong problem solving and troubleshooting skills
- Must be available after hours and weekends, when required
- Strong attention to detail
- Excellent written and oral presentation skills
- Keep up-to-date on the latest technology and trends
- Highly organized with the ability to function in a fast-paced business environment
- Experience with Linux is an asset