IT Support Technician

Job title: IT Support Technician

Job description: Reporting to the Manager of IT Services, the IT Helpdesk Technician provides support to End-User PC and L:aptop, Virtual Desktop Infrastructure (VDI) and images for various hardware types.

The IT Helpdesk Technician is responsible for troubleshooting issues regarding hardware, software, and network connectivity for all employees across Canada, via in-person and remote assistance.

The incumbent is also responsible for addressing technical issues and requests in a timely and professional manner, interacting regularly and efficiently with the IT team and users across the organisation.

They will be training users on essential technical functions, while proactively maintaining daily system performance, troubleshooting issues, and following-up as necessary and/or appropriate. Issues requiring the incumbent’s action may be planned or urgent in nature.

Responsibilities;

80% of the time you will provide User Support to end-users, assisting them with;

Conduct IT onboarding and offboarding for new and terminated users;

Deploy workstations, tablets, printers, scanners, mobile phones, and accessories;

Provide technical support to employees, both on-site and remotely;

Provide insight as to user problems and devise new procedures for accomplishing tasks;

Provide basic training on our work environment and support to all employees upon request;

Create user accounts and email accounts;

Receive and accurately record IT service requests and dialogue, solve hardware and software problems and ensures, with the aid of the appropriate internal and external resource, that application and system problems are resolved by following up with the user in a timely fashion with the appropriate corrective action;

Provide timely and relevant information which will assist in decisions leading to improved efficiencies and cost reductions; and

Escalate issues to the next IT level as necessary.

20% of your time will be spent on assisting with IT projects such as;

Perform upgrades, installations, audits, repairs/patches and configurations of computers, assorted peripherals, and devices, as well as operating system software, various applications, and servers;

Check for software updates, test software requested from users and other software as required, and install;

Remove old equipment and perform data migration to new machines, as required;

Reformat technical equipment as needed prior to disposal, sale or donation;

Maintain accurate and complete inventory records of hardware, software, and licensing, as well as other network resources to comply with organizational policies and vendor license agreements;

Provide ongoing support in solving problems during crisis or peak periods;

Recommend improvements to equipment, including cost saving measures and the evaluation of hardware and software needs before major purchases are made.

Information Management, Systems Backup & Recovery;

Learn how to use various software in order to provide support to users;

Run diagnostics to resolve reported issues;

Write and maintain the IT Procedures Manual;

Participate in the planning and execution of IT service excellence and special projects.

Job Requirements;

Well-developed communication skills, both written and spoken in French and English, with a tolerant and patient disposition.

A strong client service orientation with the ability to think creatively to identify and resolve problems.

Ability to analyze and synthesize information accurately.

Well-developed interpersonal skills with an ability to relate to people at all levels, internal and external to DFC.

Excellent capacity to plan, organize and coordinate.

Excellent tact and diplomacy skills, coupled with a level of integrity while handling sensitive information with discretion.

Excellent organizational and time management skills to effectively handle emerging issues simultaneously and meet scheduled timelines.

Ability to exhibit a professional demeanor while working under pressure of short deadlines.

Ability to take initiative, be self-motivated and use independent judgement to respond appropriately to requests for information.

Dedicated team player and an ability to work independently.

Knowledge of root-cause analysis and change management processes.

Knowledge of software asset management and inventory control.

Excellent knowledge of the Microsoft Office 365, video conferencing software (Teams, Zoom, Webex, etc.) and Adobe products.

Education and Experience;

Graduated from a recognized university or college with a specialization in computer science, information, network management or another specialty relevant to the duties of the position.

A minimum of five (5) years of experience in an information technology role.

Experience maintaining and supporting EUC devices and VDI.

Experience installing, maintaining, and supporting server hardware

…

and software.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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Questions? Call your local office at 1.888.490.4429. All applicants applying for Canadian job openings must be authorized to work in Canada.

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