Service Desk Specialist (On-site)

Mastronardi Produce•Kingsville, ON

2h•CA$45,000 - CA$50,000•Onsite

About The Position

Mastronardi Produce is a leading greenhouse vegetable company in North America, known for its award-winning SUNSET® brand. They are seeking a Service Desk Specialist to provide Tier 1 support to their end-user community, primarily working in an office environment at their Kingsville, ON Headquarters. The company values passion, respect, innovation, drive, and excellence (PRIDE) and seeks individuals who embody these values to inspire healthy living through flavorful produce experiences.

Requirements

High School Diploma or equivalent required.
Minimum of 2 years equivalent work experience required.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Fluent English and strong written and oral communication language skills.
Knowledge of advanced computer hardware, including desktops/laptops/tablets, mobile phones, printers/copiers (TEC, HP, Zebra, Canon, Ricoh, etc).
Knowledge of RFID mobile scanners including Motorola and Zebra.
Experience with desktop applications, desktop operating systems and server operating systems.
Working knowledge of a range of PC diagnostic utilities.
Knowledgeable in managing and supporting antivirus system.
Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated, self-directed and keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Maintain high level of confidentiality with company information.

Nice To Haves

college degree preferred
Industry certification (e.g. MCP, MCDST, A+, etc) preferred.

Responsibilities

Novatime time clock troubleshooting and maintenance.
Building security access provisioning and de-provisioning.
Respond to telephone calls, email and help desk requests for technical support.
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Maintain data integrity and system security for the desktop environment including installation of all antivirus software and ensure virus definitions are up-to-date.
Perform preventative maintenance of printers, printer consumables, bar-code RFID and video surveillance equipment.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups with help desk customers to ensure satisfaction.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Assist in maintaining and updating IT incident & tracking software system and IT incident policy/procedures.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Assist in setup and imaging of new computers, printers, time clocks and other electronics where required.
Assist in software releases and PC Refresh roll-outs following company’s IT Management best practices.