IT Desk-side Technician

Foresters Financial; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Foresters Financial is seeking an IT Desk-side Technician to provide technical support for end users. This role involves troubleshooting hardware and software issues within a corporate environment, ensuring reliability and availability of IT systems. The ideal candidate will have strong communication, problem-solving skills, and relevant IT experience, working in a dynamic and diverse team to support a wide range of technologies.

Qualifications

• 3-5 years of experience in customer service and IT support.
• Ability to work in a fast-paced environment with multiple priorities.
• Strong experience in supporting end user devices.

Responsibilities

• Troubleshoot and resolve end-user computing issues.
• Install and maintain PC equipment and peripherals.
• Document incidents and manage asset reports.

Skills

Customer Service

Problem Solving

Communication

ITIL

Microsoft Suite

Remote Support

Education

University Degree in IT or equivalent

ITIL V3 Foundation Certification

Tools

Altiris

Exchange/Active Directory

Job description

Career Opportunity

Role Title IT Desk-side Technician Purpose of role The IT Deskside Technician has the responsibility for technical support to end users, enterprise wide, ensuring agreed-upon IT services and service levels are fulfilled, ensuring the availability and reliability of the IT end user systems, and applications, during business hours.
This role will address and resolve issues adversely impacting the business end user community and will have the opportunity to leverage and develop technical support skills in a large corporate environment and gain exposure to a broad range of technologies. The successful candidate will thrive in their ability to directly engage with internal and external customers at all levels and support them with superior support skills and innovative solutions.
This role will regularly interface with various areas requiring deep and broad technical experience related to primarily Deskside systems needs in both infrastructure and application environments.
Regular process improvement along with cost effective innovation will be required to enable synergy within IT Deskside Support team and other IT and Business groups. Job Description Key Responsibilities

• Remote and onsite for support end user computing and mobile devices, peripherals and software
• Troubleshoot client/server communication issues, service failures Hardware diagnostic/repair (where applicable) and re/installation
• Interface directly with customers to resolve queries and incidents
• Installing, diagnosing, repairing, maintaining, and upgrading all PC equipment
• Image Workstation for new deployments
• Troubleshoot problem areas in a timely and accurate fashion.
• Handle and resolve Incident and Request management as prioritize by the TL IT Operations while adhering to agreed service levels agreement targets
• Maintain an excellent level of documentation and knowledge base management
• Preform Asset Management activities for all IT equipment
• Provide Asset Management reports as required weekly and Monthly to TL IT Operations

Key Qualifications

• 3-5 years experience within customer service within Information Technology
• A University degree or equivalent combination of education and experience in I.T. processes, infrastructure and application within production / operation
• ITIL V3 Foundation Level Certified an asset
• Experience with end user device support within a corporate environment
• Superior problem solving and communication skills
• High customer service orientation, and the capability to manage and prioritize customer expectations.
• Work effectively in a fast paced setting with multiple customer priorities
• Demonstrable experience working in a client facing position within an ITIL context
• Ability to work unsupervised and manage time effectively
• Strong experience in the Microsoft product suite including Windows and Office/365
• Remote support/tools
• Altiris deployment and packaging
• Exchange/Active Directory/File Share management
• Strong Team player
• Professional appearance in a client facing role
• Potential after hours support and light travel

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Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [e-mail] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.