Senior IT Client Support Technician

Parkland Corporation•Burnaby, BC

5d•Onsite

About The Position

The Senior IT Client Support Technician provides hands-on technical support to employees both onsite and remotely. This person handles more complex IT issues and acts as a go-to resource when problems need to be escalated. In addition to day-to-day support, they help guide junior technicians, assist with IT projects, and look for ways to improve support processes and overall service quality.

Requirements

Minimum 4-5 years’ work experience in a technical support or endpoint management role.
Demonstrated experience mentoring junior staff, leading small technical project, providing white glove support for executive leadership.
Advanced trouble shooting knowledge related to PC hardware, operating systems, network and VPN solutions, AD and Microsoft Products (ie. Outlook, Teams, SharePoint, Excel).
Familiar with Apple and Android environments for phones and tablets.
Can resolve complex problems related to client software and configurations.
Ability to manage workload, resolving issues and keeping tickets up-to-date.
Demonstrates exceptional professionalism and customer service when engaging with users and vendors, with a proven ability to collaborate effectively within a high-performing team
Must enjoy assisting customers through issues on the telephone as well as in person.
Hold a valid passport and driver’s license. Able to travel both domestically and potentially internationally to support the business or other projects.
Lifting 50 lbs. occasionally.
Five days in office.

Nice To Haves

CompTIA A+ or HDI Desktop Support Technician designation desirable.
Microsoft certification(s) would be an asset.
ITIL 4 Foundations is preferred.
Demonstrated knowledge and technical skills within HW, O/S and applications.
Meeting room A/V experience is an asset.
Mobility support experience is an asset.
MS Team experience would be an asset.
Passion for continuous learning, researching new technology and tackling challenges.
Self-motivated, adaptable, with strong problem-solving abilities.
Customer oriented with patience to work with customers of varying technical abilities.
Work effectively under pressure and able to multitask with competing priority levels.
Strong written and verbal communication skills with the ability to communicate effectively with all levels of the organization.
Experience using ServiceNow or a similar tool for incident, request and change management

Responsibilities

Provides local and remote assistance to end-users – laptop, desktop, mobile devices and other technology as required.
Tier 2 support of enterprise clients (desktops and laptops) and client application systems.
Leading or assisting with the scheduling and planning of yearly refreshing of the equipment.
Overseeing the lifecycle of IT assets, including procurement, inventory audits, repairs, and secure disposal.
Mentorship of junior team members.
Documents issues and resolutions within the enterprise ticket tracking system and/or knowledge base.
Assists with maintaining corporate client standards and standardized processes, including the installation, maintenance and enhancements for the configuration of existing and proposed systems.
Configures and deploys new workstations, printers, and software. Provides onsite support for client printer configurations and other IT related support tasks as needed.
Maintains current documentation on end-user computing applications and computer asset inventory.
Creates Standard Operating Procedures (SOPs) and knowledge base articles for both end-users and junior technicians.
Performs business analyst duties when requests move past standard “break-fix” or into non-standard solutions.
Will be included in the rotations for on-call on a routine basis.