Job Description:
Reporting to Project Manager and Project Coordinator, the Deskside Support Technician, will be responsible for assisting end-users with migrating their laptop, desktop and/or tablet from Windows 10 to Windows 11. You'll perform all project defined migration steps and conduct post migration testing to ensure end-user device is fully operational. This will include validating peripherals (printers, docking stations, USB devices) are functioning as required. Escalate unresolved issues and/or challenges to lead Analyst for further direction or assistance. Work will require travel to multiple locations within the Province of Ontario.
Responsibilities
* Deliver a friendly and high-quality Deskside Service experience to all customer end users
* Communicate with end users in-person, via phone, email, or live chat as required
* Provide troubleshooting for all migration technical inquiries, and issues involving computers, peripherals, smartphones/tablets, and certified applications
* Setting up and deploying supported IT equipment as required by the project
* Contribute to team innovation through ideas for process improvement and efficiency to help streamline the migration initiative
* Assist in routine hardware/software deployments as required for the migration
* Participate in the creation/maintenance of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements
* Follow defined procedures to document all problems and solutions in the approved platform
* Participate in other initiatives as requested by your supervisor
* Build strong relationships with end users
* Maintain a positive and collaborative attitude with all coworkers and customers
* Be available to work evenings, weekends, as travel to offices across the Province of Ontario will be required. Multiple overnight stays is to be expected.
What you need to succeed
* Exceptional customer service and interpersonal skills
* 2+ years of Service Desk or other End User Support operations experience involving Deskside support
* Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support
* Ability to clearly communicate in verbal and written formats
* Experience working in a team-oriented, collaborative environment
* Ability to get up to speed with the organization quickly
* Ability to remain calm in a fast-paced work environment
* Diligence to adhere with pre-defined migration schedule and escalate issues and/or challenges to leadership
* Ability to obtain and maintain client Security Clearance
* Ability to work outside regular business hours as required
* Lift up to 20 lbs, unassisted as required.