Tier 1, Deskside Support

Work is generally supervised and performed in accordance with established objectives and guidelines. Technical guidance is provided by the Team Lead or Manager.

The Service Desk Agent takes some independent actions regarding assigned work.

Decisions are typically made within established guidelines.

You will act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects.

Provide support to ensure stable, reliable desktop systems to the user community across all offices.

Should have functional knowledge of ITIL best practices and stay abreast of new technologies.

Must be a good team player with the ability to work well with others and demonstrate a professional demeanor

Strong analytical and problem–solving skills with the ability to identify root causes

Using the corporate Service Management tool, you will provide exceptional first-level technical and user support via telephone, email, and other online-based or remote control tools in a timely and courteous manner

Enter, prioritize, and manage Incidents and Service Request tickets and ensure Users are provided with timely updates on Incident and Service Request tickets

Use customer service skills to clearly and effectively communicate with end users in English and/or French languages, using corporate telephony and messaging tools

Perform analysis, troubleshooting, and resolution of end-user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required

Perform basic analysis, troubleshooting, and investigation into network, server, storage, and enterprise application issues and inquiries and escalate as required

Maintain knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration

Continually maintains and upgrades technical capabilities and knowledge

Creates and maintains Service Desk procedures, user guides, and support documentation

Participates in technical testing and projects as directed

Successful candidates must obtain and hold security clearance at the Reliability Status level and pass a security assessment for the Controlled Goods Program (CGP).

Candidates must also be fluent in both English and French languages and must be flexible on work schedules, as the Service Desk provides extended support hours
(7:00 am-8:00 pm Eastern) Monday to Friday.