Deskside Support Technician

J&M Group; Toronto; On-site; CAD 55,000 - 60,000; Full time

Job summary

A leading IT services company is seeking a Deskside Support Technician in Ontario. The role involves assisting end-users with device migrations, providing troubleshooting support, and ensuring a high-quality service experience. Candidates should possess exceptional customer service skills and relevant experience in end-user support.

Qualifications

• 2+ years of Service Desk or End User Support operations experience.
• Ability to communicate clearly in verbal and written formats.
• Ability to work outside regular business hours as required.

Responsibilities

• Assist end users with migrating devices from Windows 10 to Windows 11.
• Provide troubleshooting for all migration technical inquiries.
• Build strong relationships with end users.

Skills

Customer service

Interpersonal skills

Troubleshooting

Technical support

Tools

ITIL based ITSM

Device Management

Job description

Join to apply for the Deskside Support Technician role at J&M Group

Join to apply for the Deskside Support Technician role at J&M Group

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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