Senior Deskside Support Specialist

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business – delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

The Senior Desktop Support Specialist is the face of IT to Element business functions and is responsible for subject matter expert support for Microsoft Windows 10 / 11, laptop computers, printers and peripherals. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.  At Element, employees play a critical role in delivering value to clients and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference!

This is an in-office role at our Toronto location and will provide concierge support for our executive team as well as “hands on keyboard” work within the Element office.

This role will act as point of escalation for the L1 and L2 service desk teams, working closely with other members of the information technology department to support all business and IT users and will perform job duties with minimal supervision. This will include but not be limited to conference room equipment maintenance and setup, moves, adds, and changes for users.

Are you :

Experienced with providing support for the executive-level, communicate effectively with a sense of urgency and presenting a professional presence

Able to proactively manage and urgently resolve any IT related issues that arise for this group

A Day in the Life

Operational Incident Management

Tracks the status of all incidents and requests in ServiceNow

Ensure that all tickets are documented with current status, customer communications, and a full description of the problem / resolution

Point of escalation and for service desk team

Onsite and Remote Support

Provide Deskside IT services that respond to the time-sensitive needs of premier users (i.e., VIPs and executives) including prompt responses to Tier 2 service desk escalations

Provide full support remotely for field locations where Element devices are deployed

All on-site “hands and feet” activities. (User moves and adds, conference room and digital signage support).  This includes acting as “smart hands” for other teams as needed

Concierge Support

Provide Deskside IT services that respond to the time-sensitive needs of premier users (i.e., VIPs and executives) including prompt responses to Tier 2 service desk escalations

Occasionally participate in afterhours rotational on call concierge support for our Executive Team and Administrative Assistants

Administrative and Continuous Improvement

Document and maintain procedures according to departmental standards

Maintain accurate asset inventory following Asset Management procedure

Problem management - root cause analysis and problem creation to drive down tickets and improve DSS processes

Analyzes complex business-related issues as they apply to system infrastructure and provide on-demand solutions

Act as IT point of contact for all onsite Vendor visits

Requirements

Bachelor’s degree in Computer Engineering / Computer Science / Information Technology / Information Security field preferred

5+ years of demonstrated experience in a hands-on Desktop Support role in a Windows environment

5+ years of experience providing in-person technical support services for an enterprise level customer / organization

1-3 years technical work experience in an IT Systems Support production environment supporting Windows 10 / 11

Previous experience with engaging C-Level Executives is preferred

Some knowledge of TCP / IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)

Some knowledge of Active Directory concepts and administration

Knowledge with Cisco Video conferencing and Microsoft Teams Rooms

Experience working in a structured, process-driven environment

Subject Matter Expert with System Center Configuration Manager

Scripting, Packaging and Deployment knowledge for applications and operating system changes

Experience supporting M365 / MS Office and a variety of WiFi-enabled devices

What’s in it for You

• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
• Hybrid work environment for most positions

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal / Native American status, protected veterans’ status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to or call (800) 665-9744.