Desktop Support, Tech

Duties & Responsibilities:

-Respond to client issues with systems, applications, hardware, and take corrective actions.
-Provide both telephone and desk-side first and second-level support for desktops, laptops, Office 365, Microsoft Windows Operating Systems, iOS, telecommunications.
-On-call support work (on rotation with other IT support team members).
-Configure, install and update desktops, laptops and peripherals based on client service requests, computer upgrade program or as otherwise assigned.
-Perform desktop application installations, upgrades, and other support and maintenance activities.
-Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:
creation and termination of Network / Exchange, Office 365 user accounts, managing the rights and permissions of network resources / email accounts, creation and termination of user accounts for business applications, managing the rights and permissions of accounts for business applications, creation of group permissions and rights to file directories, office service requests - hardware moves, setups and changes
-Coordinate with key vendor contacts and IT resources on application and system issues.
-Communicate effectively with clients and other team members while gathering information to facilitate problem resolution.
-Ensure customer satisfaction, including taking ownership of an opened tickets and ensuring incidents are fully resolved.
-Create and maintain support documentation and document operational processes as related to the operations of IT support team.
-Deliver exceptional customer service skills with the passion to go above and beyond, exceeding client expectations

Skills & Qualifications:

-College Diploma with an IT specialty. Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS) , Help Desk Analyst (HDA) , A+ certificate, etc.
-Working in a fast-paced IT environment provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems.
-Understanding of Incident and Change Management processes
-Understanding of Infrastructure, Business Applications, and Help Desk technology
-Intermediate knowledge of Windows 10, Office 365, Active Directory and related user management tasks
-Working in an environment requiring constant and clear oral and written communication
-Working in a team environment and experience working cohesively with related IT teams
-Experience in a 24/7 Mission Critical Network Environment, On-Call and after hours work required.
-Attempt to resolve as many incidents during the first call or at Tier I.
-Document incident resolution and status in incident database tools (i.e. Sysaid IT).
-Install system wide software and assist with fine-tuning system performance.
-Strong written and verbal communication skills
-Passion for customer support.
-Strong people skills and a talent for problem solving.
-Ability to travel
-Ability to communicate in Inuktut a definite asset
-Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada;

Closing date: January 17, 2025