Desktop Support Technician

Full Time
  • Full Time
  • Toronto

Beutel, Goodman & Company Ltd.

The Desktop Service Technician will provide our employees with hands-on, systematic support in relation to IT-related concerns. They will proceed to diagnose, investigate, and solve these issues to ensure the upkeep of computers and their networks. The technician will gauge their computer proficiency to tackle and tailor their services to the challenges that arise. Their ability to successfully communicate technical jargon to colleagues from different departments is a crucial element of this role. Key ResponsibilitiesTo diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.

To assist BG employees with any logged IT related incidents when called upon.To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to an employee as soon as possible; escalating incidents to other support teams where necessary. To accurately record, update and document requests using the IT service desk system. To install and configure new IT equipment. To resolve incidents and upgrade different types of software and hardware.

To resolve incidents with printers, copiers, scanners, and faxes.To create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.Monitor internal system and resolved issues that arises (Firewall logs, Automate, ClearPass, PRTG, Unitrends, SentinelOne, NetGovern, Hornetsecurity, Azure Log, Arctic Wolf) Support internal phone system. Light mobile device support. Help with BCP updates/testing. Manage all users (list, groups, permissions etc..) across all system (AD, 0365, access panel, SentinelOne, Unitrends, Automate etc.) Help document all and keeping up-to-date procedures and network’s configuration.

Undertaking other reasonable duties if required.Requirements Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. Available for a 7AM start time with occasional off-hours or weekend tasks.Excellent interpersonal skills with a customer service orientation. Working knowledge of MS Office (Outlook, Excel, Word, PowerPoint). An understanding of MS Active Directory, Windows Servers, and Azure AD Basic Networking knowledge (TCP/IP, DNS, DHCP, RDP). Ability to work in a busy environment with frequent interruptions while prioritizing and resolving user requests. 

Source

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