Scope of the Position

The IT Help Desk Support primary focus is to provide technical support to end users by: troubleshooting software/hardware issues, performing break/fix tasks, computer imaging, and remaining friendly, helpful and professional while servicing users. Usually the work is carried out during the regular business hours, but may require evenings and weekends to complete projects or maintenance on systems. Rotation of on call until 8 pm and as early as 6 am.

Major Responsibilities

• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
• Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Prepare and set up of new desktops, laptops, printers and smartphones
• Provide technical support and guidance to users
• Provide onsite and remote support to users across several branch locations
• Assists in the maintenance of telephone system
• Identify and advise on operational issues in client/staff computer systems

Skill and Qualifications

• 2-3 years of IT Help Desk Support experience
• Networking equipment configuration experience
• Strong technical proficiency & hands-on technical skills
• Strong sense of urgency in dealing with business and staff needs
• Excellent communication skills and work ethic
• Works well independently and within a team
• MCDST- Asset
• Fresh desk ticketing software – Asset