IT Help Desk Technician

Job Description:

Position Synopsis

The IT Help Desk Technician will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. The IT Help Desk Technician will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.

Position Responsibilities

• Serve as the first point of contact for staff seeking technical assistance
• Responsible for WAN, LAN, Wireless LAN, Internet, and intranet network maintenance, including routers, switches
• Provide continuous improvement feedback by identifying network optimization opportunities
• Possible occasional on-call requirements
• Install and configure computer hardware, software, systems, networks, printers and scanners
• Integrate multiple systems and reconcile needs of different teams, while keeping abreast of technology trends and developments
• Provide advice and technical training
• Respond to, document and resolve service tickets in a timely manner
• Plan and undertake scheduled maintenance upgrades
• Set up accounts for staff, ensuring that they know how to log in
• Respond to breakdowns
• Investigate, diagnose and solve computer software and hardware faults
• Repair equipment and replace parts, obtaining replacement or specialist components, fixtures or fittings
• Maintain records of software licenses
• Manage stocks of equipment, consumables and other supplies

Position Requirements

Education & Experience

• BSc/BA in Computer Science, Engineering or a related field or a combination of experience and training in a related field. Or an IT certificate from an accredited college.
• Proven experience as an IT Analyst, IT Consultant or similar role is considered an asset
• Experience with Cisco Networks.
• Experience with Office365 Enterprise, Office2016, SharePoint online, OneDrive for Business.
• LAN and WAN administration certification (i.e. CCNA, CCNP) is considered an asset

Knowledge and skills

• Problem solving skills in order to diagnose, evaluate and resolve complex problem situations.
• Thorough understanding of network and routing protocols such as TCP/IP, DNS, DHCP
• Knowledge of Local Area Network technologies from a support perspective
• Knowledge of Cisco network hardware
• Knowledge of databases, system security and troubleshooting
• Analytical mindset
• Problem-solving aptitude
• Understanding of business practices

Communication

• Tailor communication (e.g., content, style and medium) to diverse audiences;
• Read cues from diverse listeners to assess when and how to change planned communication approach to effectively deliver messages;
• Communicate equally effectively at varied organizational levels;
• Understand others’ underlying needs, motivations, emotions or concerns and communicate effectively despite the sensitivity of the situation.

Initiative

• Anticipates and responds in a proactive manner to future needs (of external clients and internal groups) that may not be obvious to others;
• Coaches, supports and encourages others to test their limits;
• Exceeds job expectations to contribute to Corporate objectives.