Desktop Support Engineer; Dispatch​/Part-Time

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

We are seeking a capable resource to coordinate a range of activities from simple to more complex plans. This role will provide on‑site assistance to end‑users within the organisation’s desktop computing environment, ensuring timely and accurate service delivery.

Location
:
Sherbrooke, Quebec, Canada
Contract Type
:
Independent Contractor / (Dispatch / Part‑Time)
Start Date
:
Immediate
Eligibility
:
Canadian Citizens and PR Holders Preferred

The Desktop Support Engineer in a dispatch role is responsible for first‑ and second‑level technical support while also managing the efficient assignment and dispatch of service requests. The hybrid role ensures end‑user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

• At least 3 years of strong experience providing IT infrastructure field support, troubleshooting hardware, software, and operating system issues without violating warranties or compliance.
• 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 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 resolution levels.
• Ensure compliance with applicable corporate policies and procedures.
• Build productive relationships with peers, management, and client users.
• Follow the processes and practices established for the group.
• Coordinate and consult with client areas to analyze problems and recommend technical solutions.
• Perform intermediate‑to‑advanced IMAC services: hardware roll‑outs, refreshes, and other deployment activities on PCs, laptops, printers, and POS devices.
• Perform intermediate‑to‑advanced desk‑side support services, installing and troubleshooting hardware, software, and network issues.
• Handle software installation, support, and upgrades.
• Provide first‑ and second‑level Help Desk support.
• Perform basic LAN and internetworking‑related activities.

• A+ certification and at least one certification from Cisco or Microsoft.
• Additional vendor certifications (Dell, Toshiba, Lenovo, HP) are a plus.
• Self‑starter capable of managing multiple tasks.
• Exceptional customer service skills and clear communication.
• Ability to work independently or as part of a team with minimal supervision.
• Availability for flexible work schedules.
• Proficiency in Windows 10, Windows 11, and Office Suite/O365.
• Strong internetworking and troubleshooting skills.
• High‑level skill set and outstanding people skills.