Desktop Support Specialist

Insight Global; Burnaby; On-site; CAD 60,000 - 80,000; Full time

Job summary

Insight Global is looking for a self-motivated professional to join their IT support team in Burnaby, Canada. This role involves providing inventory management services and Tier 3 technical support, as well as collaborating with team members across various departments.

The ideal candidate will have advanced experience in Windows 11 and O365 applications. Strong time management and communication skills are essential, as well as the ability to prioritize and manage issues effectively.

Qualifications

• Advanced Windows 11 support experience is required.
• Experience with O365 applications support is required.
• System Administrator experience needed.
• Strong in-person communication skills are essential.
• Excellent time management and attention to detail are crucial.

Responsibilities

• Log and monitor customer questions and issues until resolution.
• Create and maintain documentation for service requests.
• Provide updates on the status of open customer issues.
• Ensure problem resolution through appropriate action and project plans.
• Prioritize workload with minimal supervision.
• Make daily critical business decisions with minimal supervision.
• Serve as the primary escalation point for all issues.

Skills

Advanced Windows 11 support experience

Advanced Office / O365 application support experience

System Administrator experience

Excellent in person communications skills

Excellent time management

Job description

We are seeking a service-oriented, thorough and self-motivated professional to join our IT support team. In this role, you will provide inventory management services including shipping and receiving goods, stock management and distribution, asset database management and processing of computer hardware through its lifecycle. Additionally you will provide Tier 3 technical support to internal and external users, prioritizing and escalating helpdesk requests based on how critical they are to our business processes. You will be tasked with solving complex technical issues to completion and will also collaborate with team members across all departments to assist them with their technical requirements. Hands and feet work will be performed for various facility based tasks as needed.

Must have skills

• Advanced Windows Windows 11 support experience
• Advanced Office / O365 application support experience
• System Administrator experience
• Excellent in person communications skills
• Excellent time management and attention to detail

Nice to have

• Experience managing a large volume of IT equipment both physically and via computer systems
• Experience troubleshooting application installation and use on Windows based workstations
• Experience troubleshooting AV hardware and software (MS Teams, Logitech, WebEx, etc.)
• Experience troubleshooting application installation and use on mobile platforms (Apple, Android)
• Microsoft/Cisco Certifications

Responsibilities

• Logging and monitoring of customer questions, issues and problems through resolution/completion.
• Creation and maintenance of customer service request documentation through resolution.
• Provision of customer updates and status reports with regards to open customer issues as appropriate.
• Ensure problem resolution via the maintenance of appropriate action plan and/or project plan.
• Ability to prioritize workload with minimal supervision.
• Ability to make critical business decisions daily with minimal supervision.
• Serve as primary escalation point for all problem/issues along with all members of the Support team.