Desktop Support Specialist
Desktop Support Specialist
The Desktop Support Specialist will play a crucial role in providing first-level technical support to our clients. You will utilize Ninja One as the primary IT Service Management Solution to efficiently manage incidents, service requests, and other IT-related tasks. Additionally, you will work with a diverse range of technologies including Windows and Apple Mac devices, Microsoft 365, and various other software applications.
Responsibilities:
- Provide first and second level technical support to clients via phone and email.
- Monitor and respond quickly and effectively to requests received through the IT Service Desk ticket system.
- Record, track, and document all actions taken to complete a service desk ticket.
- Identify and escalate complex issues to the appropriate team or level of support.
- Apply diagnostic utilities to aid in troubleshooting.
- Utilize knowledge bases, Google searches, discussion with colleagues, and other resources to aid in problem resolution.
- Install, configure, and maintain software applications, operating systems, client workstations, audio/video equipment and mobile devices.
- Complete all required IT tasks for staff onboarding and offboarding.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Maintain an inventory of all equipment, software and software licenses using inventory tracking software.
- Evaluate documented resolutions and analyze trends for ways to solve or prevent future problems.
- Participate in the development and maintenance of IT service desk policies, procedures, and knowledge-based articles.
- Other duties as assigned by the Director of Information Technology.
- Basic on-call work on weekends for emergencies and on a rotation schedule.
Qualifications:
- Excellent communication skills in English and French
- 3+ years of IT or Desktop Support / System Administration with a demonstrated history of providing exceptional customer service.
- Strong technical proficiency in Microsoft Operating Systems and Office Suite products.
- Strong technical proficiency in IT systems, networks, and infrastructure, for both Windows and MacOS, with expertise in troubleshooting and problem-solving.
- Strong analytical and problem-solving skills, with the ability to approach challenges methodically and strategically.
- Excellent interpersonal and communication skills, with the capability to collaborate effectively with team members and stakeholders at all levels.
- Self-motivated and eager to learn, with a strong commitment to personal and professional growth.
Preferred Experience:
- 3+ years Desktop Support experience.
- Familiarity with remote management solutions.
- Troubleshooting skills for desktop applications.
- Basic Network skills.
- Experience with email clients and cloud technologies.
- Experience with Microsoft 365 platform.
The Perks:
- 100% remote work environment with occasional on-site support in the Montreal area.
- Competitive salary.
- Benefits: Dental care, extended health care, vision care.
- Potential for professional advancement as Resitek grows.
- An energetic, collaborative team!
How to Apply:
If you’re available and interested in this role, please send your CV and cover letter to lmbossa@resitek.com.