Level 1 Helpdesk Technician
Background
The Utility Company was founded in 2006 to provide a higher value to end users and allow them to consume and utilize technology as required. The Utility Company® is a leading provider of virtual IT service and support for small and medium-sized businesses delivering the required hardware, software and service for a monthly fixed fee per user. Our Connected Office® service program provides a single point of contact to deliver and manage technology, communications and vertical line of business applications – 95% Remote; 100% Proactive. We are also a member of MSPAlliance™ Accreditation & Standards Committee for development of professional standards and ethics in managed IT services to ensure data security.
Job Summary
The role will require an individual with organizational skills and strong time management and communication capabilities. The individual will have customer-facing responsibilities and be experienced in the support and delivery of proposed solutions. Further, the candidate will ensure high quality service delivery for day to day networking services to the client.
Description of Responsibilities
- Field incoming help requests from end users in a courteous manner
- Assist other Level I Help Desk employees when needed.
- 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 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 remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Test fixes to ensure problem has been adequately resolved
- Perform post-resolution follow-ups to help requests
- Evaluate documented resolutions and analyze trends for ways to prevent future problem
Qualifications
- Bilingual (French & English) mandatory
- Vendor Certifications (MCSE, MOS, MCSA, etc.);
- Strong knowledge of personal computer networks, equipment and software
- Minimum of two years experience with personal computer networks, hardware and software configuration, installation and troubleshooting
- Methodical and efficient problem analysis and resolution skills
- Strong Windows XP, 2000, 2003 knowledge and troubleshooting skills
- Candidate must have professional written and verbal communication skills
- Candidate must be customer oriented, self-motivated, ambitious and a dedicated team player
Our vision is to transform information technology into what it should be – a Utility.
> Apply today!
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