Desktop Support Engineer III

Category:
Information Technology
Type:
Contract
Location:
Regina, Quebec
Job ID:
#149884
Recruiter:

We have an immediate opening for a Desktop Support Engineer for a 6+ month assignment in Regina, Saskatchewan.

If you have the following skills, connect with us.

Job Description:

DUTIES AND RESPONSIBILITIES:
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

  • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors
  • Managing returns on warranted parts and systems
  • Packaging and shipping replacement parts to customers
  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
  • May lead the development of information technology and infrastructure projects
  • Installing, supporting and troubleshooting approved desktop software
  • Performing planned maintenance, moves, adds and changes
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
  • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
  • Creating and maintaining images for standard systems
  • Recommends hardware and software solutions, including new acquisitions and upgrades
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
  • Troubleshooting and resolving intermediate LAN connectivity incidents
  • Ability to work on call after hours as required
    Communicate effectively with multiple customers and co-workers. This includes the following activities:

    • Consulting with the Service Desk on support calls
    • Able to communicate highly technical information to both technical and non-technical personnel
    • Providing Case status updates to management and end-users
    • Providing phone support and diagnostics to remote customers
    • Participating in training programs designed to educate customers about basic and specialized applications
    • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
    • Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
    • Analyzes problem trends and develops ideas to achieve problem resolution

QUALIFICATIONS:

  • Ability to work independently and take ownership
  • Solid technical and analytical skills required
  • Ability to manage IT / Desktop initiatives and organize projects
  • Thorough knowledge of supported Microsoft Windows operating systems
  • Intermediate Experience with Active Directory administration
  • Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
  • Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE:

  • Associate's Degree or equivalent experience required
  • A+ Certification recommended, MCP/MCSSA preferred, ITIL Certification preferred
  • 5-years or more of related experience preferred

SPECIAL CONDITIONS:
(Travel, work environment, physical demands, certificates, licenses, etc.)

  • Ability to travel as required.
  • Ability to lift 50 lbs (printers, desktop machines, etc.)

ABOUT THE IAN MARTIN GROUP

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com.

 

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