Technical I, IT Operations (TCF)

CNX•Chatham, ON

4d•Onsite

About The Position

The Technical I, IT Operations (TCF) provides end user support across the organization’s desktop, network, telephony, and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.

Requirements

5+ years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
Available to work ONSITE (CAN Chatham, Ontario)
CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications required.
Proficient in current protocols, operating systems and standards including Windows 11.
Proven expertise troubleshooting, resolving, and supporting desktops, laptops, applications, hard phones and WIFI devices.
Demonstrable experience in ticket resolution using Remedy (SolvNow) and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards.
Experience managing Active Directory at the Organization Unit level.
Flexibility to work overtime as needed.
Ability to lift up to 50 lbs.
Only qualified applicants who are legally authorized to work in Canada will be considered.

Nice To Haves

Bachelor’s degree/diploma in Computer Science preferred.

Responsibilities

Build and support Windows workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance using SCCM/BigFix and other tools.
Install, configure, and support all desktop applications.
Diagnose, repair, and replace hardware.
Manage and resolve tickets within prescribed SLAs using Remedy (SolvNow).
Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment.
Manage testing and failover of the business continuity plan.
Perform basic troubleshooting of phone issues and assist the telephony team as needed.
Setup and maintain training rooms.
Maintain hardware and software inventory.
Coach end users on basic software, hardware, and peripheral device operation.
Arrange and/or prepare equipment for pick-up/shipping.