Description

In this role, you will need to excel at explaining intricate technical information to the non-technical user. Driven individuals who are most productive in an active and positive environment will be the best fit for this position. If so, Robert Half has a Desktop Support Technician role that may be the position for you. Motivated candidates with effective problem-solving abilities will be the best fit for this position. This Desktop Support Analyst position, which is a long-term contract / temporary opportunity, is located in the Ottawa, Ontario, area.

Reason to apply

-Do a job that is meaningful for a company that has an impact. Be part of the bigger picture!

-The company is flexible and caring about the employees well-being

-Have the nicest team members ever

-Work mostly from home, but go to the office to bond with your colleagues 1 to 2 days a week

Key responsibilities

-Maintain the IT Service Desk by providing first line IT support for all internal staff, including probing to clarify issues, troubleshooting, resolving issues, testing fixes, documenting and escalating more complex matters to higher levels

- Prioritize, triage, assign and resolve all 1st level incidents, issues and problems; and document these in the request tracking system

-When required, escalate incidents, issues and problems to proper level or resources; and document these in the request tracking system

-Ensure that all tickets and work orders are completed in accordance with IT’s Service Level Agreements (SLAs) and quality service objectives

-Ensure proper and timely follow-up of tickets and work orders with clients

- Enter detailed request resolution information for all assigned requests

-Provide documentation, FAQ, self-service training as required

-Act as Front line/Public Relations for IT Department

-Provide deskside, as well as remote support to ensure the continued productivity and efficiency of the staff. This includes phone and telecommunication devices and services, as well as printers, multi-function photocopiers

-Install and support the company standard software/hardware according to IT standard procedures

-Inform users of and help apply general IT and information security concepts

-Create/delete/modify IT user accounts (AD, Exchange, etc.) of staff starting or leaving the company.

-Monitor and update IT inventory (ex.: workstations, monitors, phones, telecommunication devices, software licences, etc.) to ensure optimal IT asset lifecycle management

-Ensure proper disposal of IT inventory in accordance with internal policies and procedures

-Backup and support other IT team members as required

Requirements

-Minimum of 3 years in an IT customer front line service environment

-Strong ability to diagnose, support and troubleshoot software and hardware problems of user facing technology (laptop, tablets and mobile devices)

-Strong knowledge of Microsoft Windows 10 in an Active Directory environment

-Knowledge in the operation and support of Microsoft Office 2016 and Office Pro Plus 365

-Ability to document and analyze IT users’ requests and to follow-up on these

-Proven ability to be organized and effectively handle multiple requests

-Experience in identifying training opportunities and providing “links to self-help” or “in-house” user training

-Ability to work independently with little supervision as well as in a team environment

-Outstanding interpersonal skills and superior customer-oriented attitude and approach

-Ability to provide support in English (bilingual is a nice to have)-