IT Desk-side Technician

Job Description

Key Responsibilities

• Providing in-person and remote support for technical application resolution, end user computing, peripherals and software.
• Imaging, installing, diagnosing, maintaining, and upgrading all PC equipment.
• Analyzing complex hardware and application issues to identify trends and implement preventative solutions documenting them as required for review, revision, and approval.
• Provide end-user support and AI guidance for Microsoft Copilot, including troubleshooting issues, delivering training, and helping employees leverage AI tools to improve productivity and streamline daily business tasks.
• Creating reports and presenting data metrics for ticket management, workflow, asset management and cost control.
• Contribute to project implementation and upgrade initiatives, collaborating with cross-functional teams to reconcile needs and maximize efficiency.
• Developing Quality Assurance Process for application testing, end-user computer deployments, training guides and how-to sessions. Participating in disaster recovery planning and restoration exercises, ensuring business continuity in the event of IT failures
• Potential after hours support and light travel

Key Qualifications

• Postsecondary diploma or bachelor's degree in Computer Science, Information Technology, Computer Systems Technology, or a related technical field
• 2-5 years’ experience with end-user device support within a corporate environment
• Superior problem solving and communication skills
• Customer service orientation and capability to manage customer expectations
• General understanding of the Insurance, Financial and Fraternal industries
• Demonstrable experience working in a client-facing position
• Ability to work individually and as a team, managing time effectively
• Strong experience in the Microsoft product suite including Windows and Microsoft365
• Remote support/tools knowledge
• General understanding and experience with AI software, particularly Microsoft Copilot
• Exchange/Active Directory/File Share management/Azure Portal/Intune
• Thorough (Expert) knowledge and support experience with Microsoft infrastructure and Windows Operating Systems, remote access, email, printers, PC Imaging, and network technologies
• ITIL V3 Foundation Level Certified an asset
• Microsoft 365 Certified Fundamentals (MS-900) an asset
• Microsoft Certified: Azure Fundamentals (AZ-900) an asset

#LI-Hybrid

Salary Range:

$47,300.00 - $69,300.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.