Description

The End User Support Technician’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 Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. 

Responsibilities

Operational Management

• Provide first contact onsite support of incoming requests to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Print instruction sheets and/or documents when needed.
• Perform maintenance tasks on ERP systems
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed
• Provide suggestions for continual improvement.

Position Requirements

Knowledge & Experience

• Minimum 5 years of experience
• Knowledge of computer hardware, networking and server infrastructure
• Experience with desktop operating systems
• Application support experience with Office 365 and Windows Environment.
• Experience with Microsoft Azure, Watchguard and SOTI an asset
• Experience with printers, label printers, barcode scanners
• Experience within a manufacturing and warehousing environment an asset

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.