IT Support Technician - Tier II

Description

Parsons is seeking a Tier 2 IT Support Technician to join our team in Markham, Ontario and support multiple contracts for product support.

Parsons is establishing an IT Help Desk and offers an excellent opportunity to come into this service offering at the ground level.

We are looking for team members who are passionate about making a difference by working on critical efforts we manage as a premier government and commercial contractor.

As a team player, you thrive in helping your colleagues and look forward to supporting our customers professionally.

Responsibilities :

• Provides Tier 2 IT help desk support to end users for software and hardware troubleshooting
• Installs, modifies, and repairs computer hardware and software using remote access tools
• Provides support for remote technology integration including laptops, printer networks systems using applications like Citrix
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Utilizes a ticketing system to create, update, and close incident and service requests
• Assists with configuration and support for agency issued mobile devices
• Helps mentor and train colleagues and junior technicians with core IT principles and technologies
• Provides excellent customer service, while serving as a technical expert and liaison to Parsons clients utilizing Parsons products as well as contract staff
• Maintains current knowledge of relevant technology as assigned
• Responds to customer support request via phone, email, chat, and other modes of communication
• Possesses interest in future growth opportunities within the IT Help Desk and is willing to provide both tier 1 and tier 2 support to customers as needed.
• 40-hour work week between the hours of 7 : 00am-9 : 00pm Monday to Friday

Qualifications :

• Customer service expertise and you possess a high standard of service delivery
• One of your strong points is your eagerness to learn and are proactive in asking questions when you need more information
• Possess a growth mindset and welcome coaching and mentoring opportunities
• Articulate and excellent communicator
• Experience supporting multiple contracts and customers
• Vocational / technical training beyond high school
• At least 4 years of experience providing desk side and / or service desk IT support, specializing in troubleshooting end-user issues with hardware and software
• Experience with ticketing systems such as Zendesk or ServiceNow
• Experience with laptop / desktop imaging and backups
• Experience and knowledge related to system updates and software pushes
• Working knowledge of computers, printers, and scanners, including how these pieces of technology interact with each other, including assembly, installation, configuration, testing, troubleshooting, and repairing hardware and peripherals
• Knowledge of transportation, construction, and law enforcement is preferred, but not required
• Must be able to obtain and maintain a Public Trust clearance
• Excels with note taking and written communication

Minimum Clearance Required to Start :

Not Applicable / NoneThis position is part of our Critical Infrastructure team.For more than 75 years, our experts have designed and delivered the critical infrastructure that connects and protects communities around the world.

We work in diverse, collaborative teams, both within the company and with our partners and customers, to plan, design, build, and modernize infrastructure.

We take special pride in projects and solutions that improve communities as well as people’s quality of life by promoting economic growth, enhancing mobility, and increasing sustainability and resiliency.

Powered by our people, we provide the imagination necessary to support our customers’ visions and to help them see new possibilities.

We value our employees and want our employees to take care of their overall wellbeing, which is why we offer best-in-class benefits such as health, vision, dental, employer paid provincial care premiums, Defined Contribution Pension Plan (DCPP), Tax-Free Savings Account (TFSA), Registered Retirement Savings Plan (RRSP), life insurance, paid time off, sick leave, all province observed holidays off, and gym membership discounts to fit your busy lifestyle!Parsons is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility in the workplace.

Diversity is ingrained in who we are, how we do business, and is one of our company’s core values. Parsons equally employs representation at all job levels for minority, female, disabled, protected veteran and LGBTQ+.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest APPLY TODAY!