Deskside Support Technician

J&M Group; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Deskside Support Technician to assist with user migrations and provide high-quality support. The role requires exceptional customer service, technical troubleshooting skills, and teamwork, with travel across Ontario expected. Candidates must have 2+ years of experience in service desk operations.

Qualifications

• 2+ years of Service Desk or End User Support experience.
• Experience with ITIL based ITSM and device management technologies.
• Ability to obtain and maintain security clearance.

Responsibilities

• Assist end-users with device migration from Windows 10 to Windows 11.
• Provide troubleshooting for technical inquiries and issues.
• Communicate with end users through various channels.

Skills

Customer service

Interpersonal skills

Troubleshooting

Communication

Collaboration

Tools

ITIL

ServiceNow

Device Management

Screen Sharing

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.