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Desktop Support Technician

Job ID: 12269

Job Title:  Desktop Support Technician                                                                                                                                                                                   

Reports to:  Team Lead End User Computing                                                                                        

Location:  Greenhills Mine, Elkford, BC

 

Term: 6 months

Reporting to the Team Lead End User Computing the Desktop Support Technician is responsible for the day to day delivery of site support services by providing tier 1 and tier 2 support for computer hardware and software. This position provides technical support of computers, applications and related technology. Liaising with various business stakeholders within the our client's business divisions.

Responsibilities

  • Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures.
  • Assists staff with the installation, configuration and ongoing usability of desktop computers, laptops, peripheral equipment and software within established standards and guidelines.
  • Works with vendor support contacts to resolve technical problems with computing equipment and software.
  • Works with service desk, network and server operations staff as appropriate to determine and resolve problems received from clients.
  • Interact with numerous computer platforms in a multi-layered client server environment.
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
  • Trains and orients staff on the use of hardware and software.
  • Recommends and / or performs upgrades on systems to ensure longevity.
  • Works with procurement staff to purchase hardware and software.
  • Assesses functional needs to determine specifications for purchases.
  • Assists in maintaining LAN / WAN records and as appropriate telephone systems cable.
  • Provide support to customers via phone, email or fax.
  • Phone support with desk side assistance when needed if remote tools are insufficient.
  • Field incoming help requests from end users in local and remote locations in a courteous manner.
  • Maintain technical problems history through a ticketing system.
  • Maintain local network policies, practices, security measures and control documentation.
  • Assist in preparing, revising and maintaining procedures and documentation.
  • Provide training on the operations and functionality of various applications, printers, and systems.
  • Participate in special projects as requested.
  • Provide input to IT service management processes including but not limited to; service desk, service requests, knowledgebase and problem management.
  • Escalate more complex calls to the relevant IT support member.
  • Arrange for external technical support where problems cannot be resolved in house. Follow up with internal support providers and third party service providers until issues are resolved.
  • Manage, resolve and / or escalate areas of conflict with cross-functional issues.
  • Collaborates with clients to determine and understand business requirements.
  • Other responsibilities as required or as assigned.

 Qualifications 

  • 2 - 4 years of experience in Information technology.
  • Strong customer, quality and results orientation.
  • Excellent verbal, written and presentation skills.
  • Previous experience within a corporate office technology environment.
  • Thorough understanding of Windows and Microsoft Office Suite.
  • Must be familiar with all components of laptops and desktops and be able to replace peripheral components, perform upgrades and repairs to legacy systems.
  • Monitoring of third party service providers and evaluation of outsourced IT support service offerings.
  • Extensive experience with an incident management system is a must.
  • Knowledge of computer hardware technology and remote diagnostics tools is necessary.
  • Knowledge of client / server networking and telephony systems.
  • Experience with internet and intranet including email, web-based applications and internet browsers is desirable.
  • Familiarity with remote tools such as SMS, Remote Assistance and Remote Desktop a plus. 

 

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  • Job ID: 12269
  • Job Title: Desktop Support Technician
  • Location: Thompson-Okanagan, British Columbia
  • Job Type: Contract
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