Position: Tier 1 - Deskside Support – Richmond BC
Location: Hybrid – Richmond BC (4x a week onsite) - Must be flexible on work schedules, as the Service Desk provides extended support hours (7:00 am-8:00 pm Eastern) Monday to Friday.
Pay Range: $28-36/hr T4
Role:
- Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager.
- The Service Desk Agent takes some independent actions regarding assigned work.
- Decisions are typically made within established guidelines.
- You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.
- Should have functional knowledge of ITIL best practices and stay abreast of new technologies.
- Must be a good team player with the ability to work well with others and demonstrate a professional demeanor
- Strong analytical and problem-solving skills with the ability to identify root causes
Responsibilities:
- Using the corporate Service Management tool, you will provide exceptional first-level technical and user support via telephone, email, and other online-based or remote-control tools in a timely and courteous manner
- Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets
- Use customer service skills to clearly and effectively communicate with end users in the English language, using corporate telephony and messaging tools
- Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required
- Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required
- Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration
- Continually maintains and upgrades technical capabilities and knowledge
- Creates and maintains Service Desk procedures, user guides, and support documentation
- Participates in technical testing and projects as directed
Comments/Special Considerations:
- Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).
- Must be flexible on work schedules, as the Service Desk provides extended support hours (7:00 am-8:00 pm Eastern) Monday to Friday.
- In office 4 x a week
- A diploma or degree in related studies and a minimum of 1 year of providing support (in person, by email, and telephone) in a Help/Service Desk environment, or an equivalent combination of training and experience.
