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Technical Support/Help Desk Specialist

Location:	City Centre Area, Mississauga, Peel, Ontario, Canada
Job Type:	Permanent
Posted:	4th Aug 2010
Closing Date:	1st Jan 2010
Posted By:	USC Education Savings Plans Inc.
Details:
Technical Support/Help Desk Specialist Technical Support/Help Desk Specialist INFORMATION TECHNOLOGY Full-time Position Reporting to the Manager, Infrastructure, the Technical Support/Help Desk Specialist will be responsible for activities related to the operations and maintenance of the IT Division, including technical support, installation, repair of hardware\software and maintenance of telecommunications systems. Coordinates with various USCI’s partners, System Administrators and assists with various technology updates including training. Support USCI Sales Force with their queries, technical questions, and will follow the problem escalation and tracking process. Acting as the technical lead, this role will oversee all Help Desk functions and report status updates to Management Position Responsibilities - Provide first and second level support for USCI employees and its external sales force for all standard IT and telecommunications systems including analyzing, testing and troubleshooting hardware, software, remote access, Blackberry and peripheral problems pertaining to desktops, laptops, printers, networking issues. - As one of the primary contacts for internal end user support, responsible for answering the help desk phone, and completing desk side visits to troubleshoot and resolve client issues - Accurately prioritize and categorize calls, manage crisis escalation and transfer calls to the other support group as appropriate - Follow-up with user requests to ensure problems have been resolved within the Service Level Agreements set out in IT - Educate, train and advise internal & external users is also an important part of this position - Document technical procedures and track/control hardware assets - Resolve problems using logical thought process, electronic tools, manuals and technical support documentation - Provide hardware and software configuration setup and deployment - Coordinate hardware and software repair/warranty, schedule maintenance, and manage the work of/with vendors - Provide QA support and testing as required for USCI sales force Tools and Systems - Keep track of suggestions, comments or issues encountered with the USCI Sales Force Tools and Systems and discuss these as required in order to be included in future releases Position Requirements - Minimum of 3-5 years experience in an IT Help Desk and technical support environments - Post-secondary Information Technology / Computer Science accreditation or equivalent - Be flexible within their work schedule and adaptable in a fast paced, environment - Excellent written and verbal communication skills, as well as proven ability to work effectively both independently and take direction within team environment - Strong multi-tasking and prioritizing skills, with the ability to complete tasks within assigned timelines, as well as strong analytical and problem solving skills - Ability to translate technical issues/words into non-technical language - Knowledge of various networking concepts (TCP/IP, Microsoft Windows Environment, DNS, etc.) - Strong understanding and working knowledge of PC operating systems including, but not limited to, Windows XP, Windows Vista, Windows 7 - Working knowledge of Windows Server (2003 and 2008) and network backup software is an asset - Experience in the ITIL framework is an asset - Excellent telephone mannerisms, superior customer service skills, and outgoing call based response to users for hardware and software problems - Bilingual in French and English is an asset All interested candidates can apply to: Kate Burns Human Resources Assistant

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