IT Support Technician

CDW; Winnipeg; On-site; CAD 54,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Winnipeg seeks a Deskside Support Analyst to join their Modern Workspace Managed Services team. This role requires exceptional customer service, troubleshooting skills, and the ability to communicate effectively. Candidates should have a minimum of 2 years in a similar position and be able to lift up to 50 lbs. Competitive salary range is between $54,000 - $79,400, and the position may require evening and weekend work.

Qualifications

• 2+ years of Service Desk or End User Support experience.
• Ability to communicate in verbal and written formats.
• Experience with ITIL based ITSM systems.

Responsibilities

• Deliver a friendly and high-quality Deskside Service experience.
• Provide troubleshooting for technical inquiries.
• Set up and deploy IT equipment.
• Document all problems and solutions.

Skills

Exceptional customer service skills

Interpersonal skills

Analytical and problem-solving abilities

Ability to prioritize tasks

Experience in team-oriented environments

Ability to communicate clearly

Experience in fast-paced environments

Ability to obtain Canadian Security Clearance

Tools

ITIL based ITSM (ServiceNow Preferred)

Device Management

Screen Sharing Technologies

Job description

Overview

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

As a Deskside Support Analyst, you will be part of our Modern Workspace Managed Services team and play a vital role in ensuring our clients receive a best-in-class Deskside Support experience. Our mission is to be the best and most collaborative, Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today. Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.

Responsibilities

• Deliver a friendly and high-quality Deskside Service experience to all customer end users
• Communicate with end users either in-person, via phone, email, or live chat as required
• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones / tablets, AV systems, end user applications, enterprise applications / systems
• Provide training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation
• Set up and deploy supported IT equipment to our clients end users
• Contribute to team innovation through ideas for process improvement and efficiency
• Assist or lead in routine hardware / software deployments
• Build and manage any required hardware images across supported PC Platforms
• Develop, implement, and / or participate in the creation and maintenance of knowledge base articles and documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
• Participate in projects and other initiatives as requested by your supervisor
• Build relationships with customers
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays

What you need to succeed

• Must-have
• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• 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
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• 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 Service Level Agreements
• Ability to obtain and maintain Canadian Security Clearance
• Ability to work outside regular business hours is required
• Lift up to 50 lbs, with or without assistance, on occasion
• Lift up to 20 lbs, unassisted on a regular basis

• Nice-to-have
• Bilingual (English & Canadian French)
• Experience managing knowledge of client environments and procedures within a shared services model
• Knowledge of system integration and improvement potential of automations (via API or custom scripting)
• 2+ years of experience in a client facing role

Compensation and Equal Opportunity

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. We are committed to pay transparency and ensuring fair compensation for all coworkers. Each role is assigned a salary range informed by market data. Individual pay within a given range is based on a candidate’s experience, knowledge, skills and abilities.

Salary range: $54,000 - $79,400

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.