One of Alquemy's public sector clients is looking for a bilingual Service Desk Technician in the Ottawa area.
Working under the direction of the Senior Manager of the Service Desk, the Frontline Technician will provide comprehensive first- and second-level technical support for hardware, software, and peripheral issues. This role combines remote management, telephone troubleshooting, and hands-on deskside support to deliver exceptional customer service within established service levels.
Key Responsibilities
• Provide first-level remote support and second-level investigation/diagnosis for desktop hardware and software issues.
• Install, configure, move, and set up computers (desktops/laptops), monitors, cabling, printers, office phones, and wireless devices (cell phones).
• Provide hands-on deskside support for complex calls that cannot be resolved remotely or over the phone.
• Analyze, resolve, and document local and remote user technical issues and service requests in a timely manner.
• Deliver high-quality customer service, offering technical problem-solving guidance and advice to clients.
• Contribute to the creation and ongoing maintenance of a technical knowledge base.
• Provide knowledge transfer and support to internal employees and team members.
Required Qualifications & Skills
• University degree or college diploma in a technology-related field.
• A minimum of four (4) years of recent, demonstrated IT experience.
• A minimum of three (3) years of recent, demonstrated experience in second-level IT service desk support within an operations environment (both remote and deskside).
• Proven experience troubleshooting and documenting issues related to desktop/laptop systems, peripherals, and end-user software.
• Advanced Microsoft knowledge and hands-on experience in desktop and Microsoft Office tool support.
Asset Qualifications
• Experience using IT Service Management (ITSM) tools (e.g., Service Now) for incident, request, and asset management.
• Familiarity with IT service procedures, service level management, and knowledge management practices.
• Knowledge of network fundamentals to troubleshoot end-user connectivity issues.
• Experience creating and maintaining knowledge base articles, technical documentation, and user guides.
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