ICT Technician: End-User Support & On-Site Tech

eMagine; Troy (MI); On-site; USD 60,000 - 90,000; Full time

Job summary

eMagine is seeking an ICT support specialist to deliver end-user helpdesk services across multiple locations. You will troubleshoot issues, log tickets, and coordinate with theatres to resolve IT problems quickly.

Responsibilities include maintaining inventories, imaging hardware, and supporting software such as Microsoft Office, Windows OS, and SQL. Travel up to 75% for on-site support is expected, with on-call coverage and documentation duties.

Qualifications

• Bachelor's degree or higher in CS/IS or related field.
• Post-secondary diploma in CS/IS is acceptable and valued.
• Familiarity with IT concepts and enterprise IT basics.

Responsibilities

• Coordinate end-user support and problem resolution via telephone, email, and other channels.
• Serve as the first level of ICT operational support, including troubleshooting and escalation.
• Maintain the IT ticket management system from submission to resolution.
• Escalate unresolved or high-priority issues to ICT leadership per procedures.
• Maintain up-to-date inventory records of IT equipment.
• Coordinate shipping, receiving, and distribution of IT equipment to theatres and end users.
• Assist in hardware imaging and configuration for maintenance or deployment.
• Support operation and monitoring of Information Systems and software updates.
• Help develop and maintain end-user documentation and training materials.
• Assist with on-call rotation for after-hours issues and travel to theatres up to 75%.
• Collaborate on ICT projects, upgrades, migrations, testing, and rollout.

Skills

Active Directory

DNS

DHCP

Group Policy

SQL

Windows OS

Microsoft Office

PC configurations

Problem solving

Teamwork

On-call support

Effective communication

Education

Bachelor's degree in Computer Science / Information Systems

Post-secondary diploma in Computer Science / Information Systems

Job description

eMagine is seeking an ICT support specialist to deliver end-user helpdesk services across multiple locations. You will troubleshoot issues, log tickets, and coordinate with theatres to resolve IT problems quickly.

Responsibilities include maintaining inventories, imaging hardware, and supporting software such as Microsoft Office, Windows OS, and SQL. Travel up to 75% for on-site support is expected, with on-call coverage and documentation duties.