Deskside Support Technician

J&M Group; Markham; Hybrid; CAD 60,000 - 70,000; Full time

Job summary

A technology services provider in York Region is seeking a Deskside Support Technician to assist end-users with migrating devices from Windows 10 to Windows 11. The role involves troubleshooting and providing high-quality service. Candidates should have at least 2 years of relevant experience and excellent customer service skills. Travel across Ontario is required, including potential overnight stays.

Qualifications

• 2+ years of Service Desk or End User Support experience.
• Experience in Deskside support operations.
• Ability to communicate clearly in verbal and written formats.

Responsibilities

• Assist end-users with migrating devices from Windows 10 to Windows 11.
• Deliver a high-quality Deskside Service experience.
• Provide troubleshooting for migration technical inquiries.

Skills

Exceptional customer service

Interpersonal skills

Problem-solving

Tools

ServiceNow

Device Management

Job description

Role Description

Reporting to Project Manager and Project Coordinator, the Deskside Support Technician, will be responsible for assisting end-users with migrating their laptop, desktop and/or tablet from Windows 10 to Windows 11. You'll perform all project defined migration steps and conduct post migration testing to ensure end-user device is fully operational. This will include validating peripherals (printers, docking stations, USB devices) are functioning as required. Escalate unresolved issues and/or challenges to lead Analyst for further direction or assistance. Work will require travel to multiple locations within the Province of Ontario.

Responsibilities

• Deliver a friendly and high-quality Deskside Service experience to all customer end users
• Communicate with end users in-person, via phone, email, or live chat as required
• Provide troubleshooting for all migration technical inquiries, and issues involving computers, peripherals, smartphones/tablets, and certified applications
• Setting up and deploying supported IT equipment as required by the project
• Contribute to team innovation through ideas for process improvement and efficiency to help streamline the migration initiative
• Assist in routine hardware/software deployments as required for the migration
• Participate in the creation/maintenance of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the approved platform
• Participate in other initiatives as requested by your supervisor
• Build strong relationships with end users
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work evenings, weekends, as travel to offices across the Province of Ontario will be required. Multiple overnight stays is to be expected.
  
  

What you need to succeed

• Exceptional customer service and interpersonal skills
• 2+ years of Service Desk or other End User Support operations experience involving Deskside support
• Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
• Ability to clearly communicate in verbal and written formats
• Experience working in a team-oriented, collaborative environment
• Ability to get up to speed with the organization quickly
• Ability to remain calm in a fast-paced work environment
• Diligence to adhere with pre-defined migration schedule and escalate issues and/or challenges to leadership
• Ability to obtain and maintain client security clearance
• Ability to work outside regular business hours as required
• Lift up to 20 lbs, unassisted as required.