IT Help Desk SPECIALIST

About the role

The Technician supports and maintains computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The role involves troubleshooting problem areas in a timely manner and providing end-user training and assistance as needed.

Responsibilities

• Work with end users to identify and deliver required PC service levels.
• Respond to tickets within the agreed-upon SLA.
• Support multiple locations using remote management software.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware and networked peripheral devices.
• Install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for end users, recommending and implementing corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, Help Desk tickets, and/or e-mails regarding PC and/or hardware problems.
• Support development and implementation of new computer projects and hardware installations.
• Liaise with third-party support and PC equipment vendors as necessary.

Requirements

• College diploma or university degree in computer science and/or 2 years of equivalent work experience.
• Experience using Remedy or ServiceNow ticketing systems.
• Excellent technical knowledge of PC and printer hardware.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with desktop software.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self-motivated with keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.

Skills

• Demonstrated experience with Okta or similar Identity and Access Management (IAM) solutions (highly desired).
• Experience with NinjaOne or comparable Remote Monitoring and Management (RMM) platforms (highly desired).
• Experience supporting user provisioning, authentication management, endpoint administration, automated patching, device monitoring, and remote support (strongly preferred).

Work Conditions

• On-call and some after-hours work required.
• Sitting for extended periods of time.
• Lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.