Service Desk Technician (Level 1)

Description

The Service Desk Technician Level 1’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Major Responsibilities:

• Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal
• Prioritize incidents and service requests within target SLA’s
• Record detailed information into Service Desk ticketing system
• Provide support for laptops, printers and peripheral devices including providing hardware and software setup, support
• Completes Access requests, on / off boarding, access changes, application provisions, password reset, distribution list updates
• Maintain technical documentation via solution library with respects to installation of software, configuration of hardware and troubleshooting
• Maintain hardware asset management and software licensing
• Engage vendor support contacts to resolve technical problems with desktop computing equipment and software
• Provide support for meeting room and audio-visual systems on-premises
• Provide users “How to” training on basic to intermediate application functions
• Escalate to Intermediate support as required

• Participate in after hours on call rotation schedule (evenings, weekends and holidays)

• Other duties as assigned by the Manager

Education and Experience

• College/University diploma/degree in progress in related field (Computer Systems not development/testing)
• 0-2 years of experience in a service desk role
• Interest in working with technology (independent work)

Skills

• Fluent in spoken and written English
• Strong written and verbal communication skills
• Strong documentation skills with desire to understand and follow process
• Ability to recognize and prioritize critical incidents in a fast-paced environment
• Working knowledge of O365 administration, Active Directory, Azure AD
• Application support experience with Microsoft Productivity Suite
• Excellent problem-solving skills
• Experience with Windows 10 and Mac OS
• Mobile device support – Android and iOS
• Experience Polycom would be considered an asset
• Experience with InTune would be considered an asset
• General understanding of network devices; routers, switches, and access points

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.


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