Deskside Support Technician

Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US.

If you are looking for a fast-paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together.

Reporting to the Service Desk Manager and working closely with the Provisioning Team Lead, the Deskside Support Technician is responsible for providing technical support to end-users, troubleshooting issues, deploying and maintaining hardware at client sites, and providing excellent customer service in line with client service level agreements (SLAs).

• Managing incidents and requests, ensuring timely resolution of high-priority and time-sensitive requests
• Using Connect Wise Manage (CWM) to manage, document, and update all assigned service tickets, including accurately logging mileage and field time
• Maintaining documentation, including accurate logs of technical activities, hardware changes, and client interactions
• Communication with clients regularly, including coordinating service calls, installations, and preventive maintenance
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Deliver responsive, professional on-site support for desktops, laptops, peripherals, network connectivity, and basic server functions, including assisting clients in real time with requests raised through the Service Desk
• Maintain clear and timely communication with Service Desk staff, keeping them informed of any planned site visits during normal business hours, including the expected time of return
• Be available to work outside of normal business hours, including weekends, when situations or business needs arise and urgent client site work is required
• Collaborate with Hardware Analysts and the Provisioning Team Lead, as needed, to deploy, configure, and retrieve hardware
• Maintain asset tracking records and documentation for hardware deliveries and returns, and track IT tools, hardware inventory, and consumables
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc.)
• Submit regular performance and incident reports
• Attend mandatory weekly/monthly team meetings and contribute to team discussions and service improvement initiative
• Follow internal policies, data protection protocols, and industry-standard safety procedures
• Maintain a professional appearance by wearing company-branded attire during all client visits
• Additional responsibilities as assigned.

• Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
• 2+ years of experience in a Field Services or/and Desktop Support role within the IT industry required
• Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required
• Previous experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required
• Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required
• Working…