Information Technology Service Desk

Full Time

Encore Technical Solutions Inc.

Information Technology Service Desk – CONTRACT6 month contract (extendable)Location – West GTAStarting – October 2023Hybrid – 3We are currently seeking a highly motivated and skilled Information Technology Service Desk professional to join our team on a 6-month contract basis. If you have a passion for providing exceptional IT support, a positive attitude, and the technical expertise required, we want to hear from you. Position Summary:As an Information Technology Service Desk Specialist, you will be responsible for providing exceptional technical support to our internal users and ensuring the smooth operation of our IT systems. This 6-month contract role offers an exciting opportunity to work with a dynamic team and gain hands-on experience across various IT domains.

Responsibilities: Provide first-level technical support to end-users via phone, email, and in-person, maintaining a high level of professionalism and customer service. Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other IT peripherals. Utilize the ServiceNow ticketing system to log, track, and prioritize support requests, ensuring timely resolution. Collaborate with other IT teams to escalate and resolve complex technical issues.

Assist in the setup and troubleshooting of meeting rooms, including MS Teams Rooms and AV equipment. Support mobile device management (MDM) applications, including SOTI MobiControl. Provide basic support for Azure Cloud and Active Directory. Maintain a strong understanding of the ITIL framework to ensure efficient service delivery.

Assist with network-related issues, including knowledge of network protocols (SMTP, IMAP, DNS, DHCP). Contribute to knowledge base documentation and create user-friendly guides. Perform hardware-related tasks, including lifting and moving monitors, desktop computers, and rack-mounted UPS batteries. Possess a valid G Driver’s License for occasional off-site support.Qualifications: Post-Secondary Diploma or Degree in computer science or a related discipline.

Certifications such as CompTIA, ITIL, and MCSA are a benefit. Minimum 1-2 years of experience in a Service Desk environment. Strong knowledge of Microsoft Office 365, including MS Teams and OneDrive. Familiarity with common IT peripherals and mobile devices.

Basic knowledge of Azure Cloud and Active Directory. Excellent troubleshooting and problem-solving skills. Ability to adapt quickly to new situations and changing processes. Strong customer service abilities.

Knowledge of desktop operating systems, primarily Microsoft (90%) and Mac OS (10%). Familiarity with MS SharePoint, POS systems, SCCM, VOIP, VNC, Cisco AMP, wireless technology, RF Gun technology, and ServiceNow. Experience with mobile device management (SOTI MobiControl) is a plus.


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