Desktop Queue Management Technician

F12.net

2d•Onsite

About The Position

As a Desktop Queue Management Technician, you will play a vital role in delivering exceptional technical support and service coordination for one of our key clients. This position is based in the Grande Prairie, Alberta area and will provide dedicated on-site support at our client's office. This role combines hands-on desktop support responsibilities with IT service queue management, ensuring that technical issues are addressed efficiently and service levels are consistently met. You will support end users with hardware, software, networking, and application issues while also overseeing and managing ticket queues, coordinating work assignments, maintaining inventory for remote field locations, and ensuring accurate documentation across support teams. The successful candidate will serve as a key point of contact for desktop support activities while helping drive ticket resolution, operational efficiency, and service excellence. Success in this role requires strong technical expertise, exceptional organizational skills, and a client-first mindset.

Requirements

Proven experience in a Desktop Support Technician, IT Support Technician, or similar role.
Strong knowledge of Microsoft Windows operating systems.
Experience supporting Microsoft Office and Microsoft 365 applications.
Experience diagnosing and resolving hardware and software issues.
Experience with desktop imaging and deployment technologies.
Good understanding of networking fundamentals and troubleshooting.
Experience working with ITSM and ticketing platforms such as ServiceNow, ConnectWise, or similar systems.
Experience maintaining and managing hardware inventories and asset records.
Strong understanding of incident management processes and service delivery best practices.
Exceptional customer service and communication skills.
Strong organizational, multitasking, and prioritization abilities.
Excellent analytical and troubleshooting skills.
Ability to work independently and collaboratively in a team environment.
Ability to remain calm and effective under pressure.
Strong attention to detail and documentation skills.
High ethical standards and professionalism.
Strong client-focused service orientation.
Bachelor's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
Experience providing technical support in an enterprise or corporate environment is preferred.
Experience working within structured service desk or queue management environments is considered an asset.

Nice To Haves

ITIL Certification
CompTIA A+
Microsoft Certified Desktop Support Technician (or equivalent)
Other relevant industry certifications

Responsibilities

Provide first-line technical support for desktops, laptops, printers, peripherals, and mobile devices both remotely and in person.
Diagnose and resolve hardware and software issues promptly to minimize customer downtime.
Install, configure, and maintain desktop operating systems, software applications, and updates.
Set up, deploy, and maintain new hardware and software solutions.
Perform hardware repairs and upgrades, including memory, storage, and peripheral replacements.
Conduct routine maintenance to ensure optimal desktop and workstation performance.
Troubleshoot system and application errors and provide effective solutions.
Provide technical guidance and support to end users, ensuring a positive computing experience.
Deliver basic training and assistance to users on hardware and software applications.
Manage and prioritize IT service requests and incidents within the ticketing system.
Monitor ticket queues, assign work to appropriate technicians, and ensure timely resolution.
Ensure all ServiceNow tickets are updated on a regular basis and meet service-level expectations.
Follow up with field technicians to ensure tickets are properly documented and updated.
Collaborate with IT support staff, system administrators, and stakeholders to resolve technical issues.
Develop and recommend improvements to ticket management processes and workflows.
Analyze ticket trends to identify opportunities for efficiency and service improvements.
Maintain documentation related to incident management and support procedures.
Assist with reporting on queue performance and key service metrics (KPIs).
Maintain accurate inventory records for client equipment and assets.
Coordinate equipment shipments to remote field locations.
Track deployed, returned, and replacement equipment.
Ensure inventory documentation remains accurate and up to date.
Implement and support endpoint security measures, including antivirus and malware protection.
Ensure desktops and workstations remain compliant with client and organizational standards.
Follow established IT governance, security, and compliance procedures.
Maintain accurate documentation of hardware inventory, procedures, and configurations.
Create and maintain knowledge base articles for recurring issues and solutions.
Ensure support activities are properly documented within ticketing systems.
Work closely with internal IT teams, field technicians, and client stakeholders.
Support ongoing projects and technology initiatives.
Liaise with third-party vendors regarding support, maintenance, and warranty matters.
Contribute to continuous service improvement initiatives and knowledge-sharing activities.