Service Desk Technician - Dartmouth, Canada - Aversan

Aversan

Verified Company

Dartmouth, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Location:
Halifax, NS (Fully On-site)

RESPONSIBILITIES*:

Support multiple locations at any given time.
Support users onsite and offsite.
Maintain the enduser working environments, that include: Workstations (desktop & laptops), Printers, Video conference equipment, Cellphones, VOIP desk phones and other peripherals.
Ensuring the company's computing environment is stable and performing optimally.
Proficient in the use of a ticketing system (specifically ServiceNow), and is expected to log all calls, walkups, IM's, or any other type of contact with end users that will require their support.
Provide a high level of customer service at all times.
Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
Document all enduser requests and interactions in ticketing system completing all steps as defined.
Provide technical account management for customers resolving issues and escalating when appropriate.
Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
Ability to setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online).

BASIC QUALIFICATIONS:

Associates Degree in Information Technology.
A minimum of 12 years of service desk operations with proven experience in Windows technologies. PC hardware troubleshooting skills required.
Full Active Directory experience.
Formal Windows classroom training and certifications Microsoft technologies.
Knowledge of DNS, FTP, SMTP, TCP/IP, LDAP required.
Proficient with Windows Win10 operating systems and Microsoft Office required.
Experience with PC hardware troubleshooting and repair skills required.
Ability to travel to office and data center locations for onsite support, as needed.
Basic understanding of IT enterprise infrastructure such as networks, systems, telephony and storage and the interrelationships between the components.
The ability to perform Windows network administration tasks and a broad knowledge and understanding of the entire Windows work environment is required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.