Desktop Support Technician

Desktop Support Technician

Location: Toronto,     Department: IT

Job Number: BC1215

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GENERAL SUMMARY OF DUTIES:

The IT Desktop Support Technician is responsible for providing support for our internal and external nationwide users, for all IT issues. Provide assistance concerning the use of computer hardware, software, printers, mobile phones, email, and operating systems as requested. This position will also require on call work during nights and weekends during your scheduled on call week.

ESSENTIAL FUNCTIONS:

Provide technical support for multiple products to internal associates via SalesForce tickets.
Resolves problems or escalates as necessary in a timely manner.
Serve as an integrated team member for a technology help desk.
Work incoming tickets and answer calls to the Service Desk.
Troubleshooting and configuration of basic issues with Windows and Apple desktop and laptop equipment, printers, network connections, Smartphone’s etc.
Analyze, troubleshoot, and diagnose basic issues with Windows 7, MAC-OSX, Office2010/2013 and other software applications.
Escalate if issue cannot be resolved.
Knowledge of Active Directory.
Knowledge of Gmail and Gmail administration.
Knowledge of Remote Access and Remote Desktop software (Join.me, GoTo, TeamViewer).
Resolution and work order tracking using ticketing system (SalesForce).
Create and maintain Service Desk documentation regarding processes and procedures.
Perform End-User Training.
Work a rotating on-call support.
Ship replacement equipment and supplies to locations. Receive inventory from locations.
Provide quality customer service when interacting with all associates.
Develop and improve strong customer service, communication and technical skills.

PERFORMANCE REQUIREMENTS:

Demonstrated customer service skills are of utmost importance for this job. Requires a professional, polite phone voice and the ability to keep organized records. Ability to be organized and work in a team environment. Ability to diagnose issues and/or document and escalate issues in a timely manor.
Demonstrated knowledge of computer systems, Android and iPhone technology. Ability to exercise initiative, problem-solving and decision-making skills. Ability to work in a fast paced environment and handle multiple projects simultaneously to meet critical deadlines. Ability to maintain a working knowledge of all software to effectively support end users.
Excellent verbal and written communication skills. Ability to work in conjunction with company executives, managers, and employees. Ability to effectively present information and respond to questions. Ability to proactively recognize and implement superior customer service.
Knowledge of network connections, systems, and technical installation. Knowledge of computer systems and applications. Knowledge of PC and Mac hardware, Microsoft operating systems (Win7), OSX and application software. Ability to understand the day to day maintaining of computer equipment and office electronics.

Education and Experience:

MIS/CIS degree or related discipline is desired; An AA/AS degree in computer related field or 1-3 years of helpdesk experience in a business environment or a combination of education and experience that enables performance of all aspects of the position meets minimum requirements.

Physical Skills and Abilities:

Position may require the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of 10 – 50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information.

Zayo is an Employment Equity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.

Zayo is committed to treating all people in a way that allows them to maintain their dignity and independence. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please inform the recruiter if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

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