Onsite End User/Desktop Support Tech
F2Onsite
Date: 10 hours ago
City: Mississauga, Ontario
Contract type: Contractor
Onsite Desktop/End User Support Technician
Position Description
" Field incoming help requests from end users via both telephone and work orders in a courteous manner.
" Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
" Build rapport and elicit problem details from help desk customers.
" Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
" Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
" Apply diagnostic utilities to aid in troubleshooting.
" Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
" Identify and learn appropriate software and hardware used and supported by the organization.
" Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
" Test fixes to ensure problem has been adequately resolved.
" Perform post-resolution follow-ups to help requests.
" Develop help sheets and knowledge base articles for end users.
" Perform related duties consistent with the scope and intent of the position
Knowledge & Experience
" Knowledge of basic computer hardware.
" Experience with desktop operating systems including Microsoft, and Mac OS X
" Extensive application support experience.
" Working knowledge of a range of diagnostic utilities.
" Good understanding of the organization's goals and objectives.
" Exceptional written and oral communication skills.
" Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
" Strong documentation skills.
Personal Attributes
" Ability to conduct research into a wide range of computing issues as required.
" Ability to absorb and retain information quickly.
" Ability to present ideas in user-friendly language.
" Highly self-motivated and directed.
" 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.
" Experience working in a team-oriented, collaborative environment.
Position Description
" Field incoming help requests from end users via both telephone and work orders in a courteous manner.
" Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
" Build rapport and elicit problem details from help desk customers.
" Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
" Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
" Apply diagnostic utilities to aid in troubleshooting.
" Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
" Identify and learn appropriate software and hardware used and supported by the organization.
" Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
" Test fixes to ensure problem has been adequately resolved.
" Perform post-resolution follow-ups to help requests.
" Develop help sheets and knowledge base articles for end users.
" Perform related duties consistent with the scope and intent of the position
Knowledge & Experience
" Knowledge of basic computer hardware.
" Experience with desktop operating systems including Microsoft, and Mac OS X
" Extensive application support experience.
" Working knowledge of a range of diagnostic utilities.
" Good understanding of the organization's goals and objectives.
" Exceptional written and oral communication skills.
" Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
" Strong documentation skills.
Personal Attributes
" Ability to conduct research into a wide range of computing issues as required.
" Ability to absorb and retain information quickly.
" Ability to present ideas in user-friendly language.
" Highly self-motivated and directed.
" 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.
" Experience working in a team-oriented, collaborative environment.
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