Deskside Support Level 2

  • Location

    Calgary, Canada

  • Sector:

    IT Support & Tech

  • Job type:

    Temporary

  • Contact:

    Tavia Delisser

  • Job ref:

    15307

  • Published:

    28 days ago

  • Duration:

    100.0

  • Expiry date:

    2021-10-25

  • Startdate:

    2021-10-11

Job Title: Deskside Support Technician – Level 2
 
Type: Contract – 3 years (renewable each year)

Location: Calgary, AB

Starts: ASAP

Pay Rate: $24.00/hr

Schedule/Hours: Mon – Fri, 8:30am - 5:00pm

*This position is fully remote currently and onsite work will resume when Covid-19 has settled down.

*Candidates must be fully vaccinated

Job Description

The Deskside Support Technician is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

 Responsibilities

  •  Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers
  • Provide support to client identified VIPs
  • Responds to change management requests including installing new PC equipment, providing end-user deskside support and other related activities
  • Perform Install/Move/Add or Change (IMAC) activities
  • Perform all assigned desk-side support activities
  • Display outstanding technical and professional services skills at all times
  • Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
  • Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
  • Understands and follows all documented service operations policies and procedures
  • Other duties or certifications may be assigned to meet business needs
  • Perform and document processes, procedures, and Knowledge Base articles
  • Perform imaging, file transfers, configuration

 Education and Experience:

  • Typically requires technical school certification or equivalent of 2-4 years of relevant experience
  • Experience with a variety of hardware platforms including Dell, Toshiba, HP, IBM, Lenovo

 Certifications and/or Qualifications:

  • Maintain all required OEM Certifications as directed by Management
  • Knowledge of relevant software and hardware systems 
  • Understanding of ITIL methodologies 
  • A+ certification is desired
  • May require additional customer-specific certifications or training as required

 Skills: 

  •  Excellence in communication and customer-facing skills
  •  Strong oral, written and interpersonal skills 
  •  Ability to follow instructions and processes with minimal instruction 
  •  Ability to lift and or move various computer equipment up to 50 lbs