Desktop Administrator

Medavie•St. John's, NL

4d•CA$53,000 - CA$63,000

About The Position

Reporting to the Team Lead, IT Service Management, the Desktop Administrator provides user support and customer service on company supported computer applications and platforms. The position troubleshoots problems and advises on the appropriate action as part of the Service Delivery team. The Desktop Administrator should have a positive/can-do attitude, excellent critical thinking skills, works well under pressure, and is committed to continuous learning.

Requirements

Possess a Community College or University degree in an appropriate discipline, preferably Information Technology, or have a minimum of two years related work experience.
Possess working knowledge of fundamental operations of relevant software, hardware and other equipment including printers, Active Directory, IP Protocol, VPN’s, VoIP phones, remote desktop, MS Office Suite, Microsoft SCCM, Azure Entra.
Have knowledge of ITSM tools such as Cherwell is considered an asset.
Have problem solving, organizational and execution skills.
Possess good interpersonal skills and the ability to manage cross-organizational projects and work with minimal supervision.
Superior customer service skills.
In conjunction with our contract with the Federal Government, you will be required to have Reliability Status Clearance (Enhanced Level B). This includes Fingerprinting, Criminal Record Check, Credit Check and you must have resided in Canada for at least 5 years and hold Permanent Resident or Citizenship Status.

Responsibilities

Responding to requests for technical assistance in person, via phone, electronically using remote support tools.
Diagnosing and resolve technical hardware and software issues with desktop, laptop, and ruggedized PCs as well as Smartphones and Tablets.
Troubleshooting using available information resources and advise user on appropriate action.
Following standard help desk procedures including adhering to and meeting SLA objectives.
Identifying and escalating situations requiring urgent attention to Tier III level support as appropriate.
Participating in an on-call rotation to provide afterhours support.
Tracking and routing problems and requests and document resolutions.
Managing assets and procurement duties as assigned.
Creating and using PC builds and images of laptops and desktops to roll-out and repair PCs.