Service Desk Technician
About The Position
The Service Desk Technician is responsible for receiving, prioritizing, documenting, and actively supporting the resolution of end-user help requests and escalating incidents when considered appropriate and necessary to maintain service levels. Beyond Tier 1 Triage, the technician is responsible for imaging, installing, deploying all computers, smartphones, conference room equipment and other end-user compute devices. Scope of work includes technical assistance, systems checks of new and existing installations, troubleshooting and maintenance and repair routines associated with installed systems and the execution of small or less complex projects. This technician will also be responsible for supporting other Technology related field work within the campus buildings on airport property, and devices located in the data center associated with end-users.
Requirements
- Completion of a two or three year certificate or diploma in electronics, computer science or related field or a combination with relevant trade experience
- Minimum 2 years of previous customer service experience in technology related field or a combination of education and experience is required
- Advanced technical skills and experience related to desktop computer systems
- Highly proficient computer skills including familiarity with MS Office applications (Outlook, Word, Excel)
- Knowledge of computer hardware, and experience with desktop and server operating systems including Active Directory, Intune and ITSM tools.
- Knowledge of Windows patching, device management, and Cyber controls
- Knowledge of the fundamental principles of ITIL
- Experience in Mobile phone provisioning including working with Telco’s on issuance, contractual matters
- Experience In user provisioning / on-boarding /off-boarding
- Exceptional customer focus and ability to work under pressure; ability to anticipate and seek to meet the needs and wants of the customer without being prompted
- Strong verbal and written communication skills
- Must have the capacity and commitment to adapt effectively and efficiently to a specialised, dynamic and fast paced environment
- Requirement to support the 24/7 airport operations model with on call/stand by shifts (rotational)
- Possess a valid Alberta Class 5 drivers license
- Ability to secure and maintain appropriate airport security clearance and criminal record check is required
Nice To Haves
- Certifications of CompTIA A+, Tech+ or Network+ considered an asset
- Knowledge of airport systems and applications considered an asset
Responsibilities
- Provide end-to-end customer service and support through the entire ticket process
- Act as a ticket liaison between customers and internal support staff which requires a high proficiency in both business and technical languages
- Installs, programs, tests, repairs, and services a substantial variety of systems and equipment
- Performing various product reconfigurations, removals or relocations supporting the business and clients/stakeholders
- Provide sensible and effective technical support to end-users at the tier 1 – first level contact including accurate information gathering to support the ticket lifecycle and provide stronger input for the solution
- Assist users with hardware and software issues, including installation, configuration, and troubleshooting at the tier 1 level
- Prioritize incidents and service requests according to defined processes to meet defined SLAs Escalate incidents with accurate documentation to suitable technicians or vendors, when required
- Diagnose, troubleshoot, repairs and debug a substantial variety of systems for complex problems
- Use advanced troubleshooting skills to isolate and fix problems in malfunctioning equipment or software
- Create, update, and manage support tickets in a corporate ITSM ticketing system
- Maintain accurate and detailed records of user interactions and issue resolutions
- Assign and track computer inventory items, software licenses and peripherals and maintenance of inventory
- Work with 3rd parties to coordinate preventative and restorative maintenance services when applicable
- Provide a high level of customer service creating a positive client and stakeholder experience
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
