Service Desk Technician to End User Support

Service Desk Technician

Markham, ON

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Be our next Service Desk Technician!

Your work environment at EXP!

EXP is looking for a Service Desk Technician 2/End User Support for our Markham ON, office. The Level II Service Desk Technician's role is to ensure proper computer operation and access to systems so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person or, remote access hands-on help at the desktop level. The Service Desk and End User Support Technician is also expected to be scheduled to be part of the phone support team during the later portions of the day to ensure proper coverage.

What a day at EXP has in store for you

• Assisting in providing Level I Support
• Respond to emails and answer calls for support
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager/exp infrastructure services/exp Network Services
• Using our ticketing system, record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Support Software/ Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance at the end user level
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Manage an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• If necessary, liaise with third-party support and PC equipment vendors.
• Provide guidance to junior members of the team as required.

What your experience looks like

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• A+ or ITIL certification would be beneficial
• Knowledge of advanced computer hardware, including PC's and servers.
• Experience with desktop and server operating systems.
• Extensive application support experience with various Microsoft software products.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Preference is given to candidates with strong language skills in both French and English.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• 40-hour on-site work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.