Senior Service Desk Technician

Job Type: Full- Time

Vacancy Status: This posting is for an existing vacancy

Target Salary Range: 65,000 - 75,000/ year

The compensation for this position is determined by a combination of skills, experience and is aligned to the market in which the job is posted. Your recruiter will provide additional details about our total rewards package during the hiring process.

Scope of Position:

The Senior Service Desk Technician position requires a self-motivated, technical, and service-oriented IT professional with a keen understanding of customer service, troubleshooting, and technology. This position directly reports to the Manager, IT Operations and includes duties such as the support of Alterna’s infrastructure and branches.

As a senior member of the service desk you will solve complex technical problems and provide support for all assigned areas while ensuring service excellence is maintained to the standards set forth by Alterna Savings.

The ability to communicate effectively and professionally with staff at all levels across Alterna is essential.

Major Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Make recommendation for improving Service Desk services

Operational Management

• Takes a contributory role coordinating troubleshooting initiatives, installations, implementations, administration, and maintenance of Alterna’s computer systems.
• Provide second level support to resolve end-user issues.
• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware and potential software products for purchase.
• Write technical specifications for purchase of PCs, networking hardware and related products.
• Project Lead for desktop and end user productivity projects
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Perform hands-on fixes at the desktop level, including installing and upgrading Alterna’s standard desktop hardware and software, implementing file backups, and configuring systems and applications.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Triage incoming support requests from end users via telephone, instant messaging and e-mail in a courteous and professional manner.
• Track, route and redirect technical problems to correct resources.
• Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Work in a contact centre environment
• Perform centralized administrative tasks / roles
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to Service requests.
• Assist and contribute to the development of help sheets and frequently asked questions lists for end users.
• Required to liaison with internal departments as required
• If necessary, liaise with third-party support and PC equipment vendors..
• Mentor junior service desk members in day-to-day support issues.

Qualifications

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• A+ Certification
• Office365 Certification
• ITIL Certification – Optional
• Security+ - Optional

Knowledge & Experience

• 3 years of Information Technology experience performing user support of desktop, laptop, mobile, tablet systems and/or Information Technology systems.
• Exhibits effective problem-solving techniques and looks for opportunities to contribute to the improvement process.
• Significant knowledge of Windows Operating systems
• Good knowledge of MAC OS
• Good knowledge of Apple Mobile phones
• Deliver, install, and modify end-user computing devices in a manner capable of interacting with System Center Configuration Manager (SCCM).
• Excellent technical knowledge of network and PC hardware
• Excellent hands-on troubleshooting experience.
• Strong Desktop application support experience with MS Office suite and other productivity applications.
• Working technical knowledge of current MS operating systems.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong documentation skills.
• Good foundations in Cyber security & practices in a corporate environment

Position Requirement

• Travel to branches and remote locations as required
• Come into central home office as per our hybrid model and as required
• On-Call Rotations
• After hours work as required.
• Lifting and transporting of moderately heavy objects, such as computers, devices, and peripherals.