Sr. Helpdesk Technician

Job Summary:

Under general guidance of the Manager, IT Infrastructure, responsibilities include resolution of level 1 & 2 tickets while maintaining excellent customer service.  The Sr. Helpdesk Technician will also perform troubleshooting and configuration of applications, Apple or Android mobile devices, printers, PC’s, laptops, basic networking, and other user peripherals.  Project work as required.


Key Responsibilities

  • Provide outstanding customer service with a pleasant and helpful demeanor.
  • Providing clear guidance to the users and achieve a straight forward resolution to their support request.
  • Responsible for the ownership, prioritization, and triage of tickets. 
  • Update tickets, resolve support requests and escalates as required.
  • Maintain effective communication with the users.
  • Administer the helpdesk queue, identify trends, and report on overall queue status.
  • Installation of user hardware and software.
  • Provide support for desk VoIP devices, and voice (telephone) related applications.
  • Ensure asset tracking and management is accurately maintained.
  • Ensures software licensing is up to date and accurate.
  • Ensures IT documentation is created, up to date, and accurate.
  • Ensures IT conventions and standards are adhered to.
  • Perform IT purchasing and contribute to defining IT standards.
  • Well versed in supporting networked and stand-alone printer issues.
  • Mobile phone support and provisioning experience. 
  • Share knowledge with the users, providing guidance, and support.
  • User and resource security administration (Active Directory).
  • Assist in disaster recovery testing.

 Education and Experience

  • Strong change, incident, and problem management skills with a customer service mentality.
  • Experienced supporting mobile, field office, and local users.
  • Ability to work with others to determine a support solution.
  • Good interpersonal and communication skills (written and oral).
  •  Very efficient time and priority management skills
  •  College or University degree in Computer Science (or equivalent credits in management and Computer/Systems related)
  •  5-10 years’ experience in user support, application, phone, and PC support
  • Practical experience with end-user systems, and remote office infrastructure
  • Practical experience with Office 365 cloud based applications
  • Self-starter and willingness to acquire knowledge on own time
  •  High technical, analytical, logical and trouble shooting skills in using structured tools and techniques.
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