Desktop Support Engineer; Dispatch​/Part-Time

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises.

Please visit our website for more information about what we do.

We are looking for a capable resource to coordinate activities ranging from simple to complex plans.

This role will provide on-site assistance to end-users within the organization's desktop computing workplace in a timely and accurate fashion to ensure optimal service delivery.

Location:

Calgary, Alberta, CA
Contract Type:
Independent Contractor / Dispatch / Part-Time

Start Date:

Immediate
Eligibility:
Canadian Citizens and PR Holders Preferred

• Provide first- and second-level technical support while managing the efficient assignment and dispatch of service requests.
• Triage tickets, prioritize tasks, and maintain solid communication between IT and users.
• Monitor the individual queue to resolve routine and non-routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation for the end user.
• Maintain a high level of customer satisfaction.
• Comply with the desktop group practices and procedures.
• Update Service Now and other data repositories (e.g., knowledge base) in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Maintain compliance with applicable corporate policies and procedures.
• Maintain productive relationships with peers and management in IT and the clients whose issues are being worked on.
• Follow the processes and practices established for the group.
• Coordinate and consult with client areas to help analyze problems and needs and recommend technical solutions.
• Perform intermediate-to-advanced IMAC (install, move, add, change) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS devices.
• Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues.
• Provide 1st/2nd level help desk support.

• 3+ years of strong experience providing IT infrastructure field support, including troubleshooting hardware, software, and operating system issues without impacting hardware warranty or violating customer security compliance requirements.
• Strong internetworking and troubleshooting skills.
• A+ certification & a certification from either Cisco or Microsoft (additional vendor certifications such as Dell, Toshiba, Lenovo, HP are a plus).
• Self-starter capable of managing multiple tasks.
• Exceptional customer service skills and strong communication abilities.
• Ability to work independently or as part of a team.
• High-level proficiency in Windows 10 & 11 and Office Suite/O365.
• Must be available to work flexible work schedules.