Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

As a Configurations Technician, you will be part of our Modern Workspace Configurations Services Team and play a vital role in ensuring our clients receive a best-in-class endpoint imaging experience.

Our mission is to be the best and most collaborative, Technology and Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.

What you'll do

Responsibilities:

• Work onsite at CDW's Configuration and Warehouse facility located within Mississauga
• Utilizing your proven ability to troubleshoot and diagnose software and hardware related issues
• Communicate with vendor specific and internal technical support staff to resolve technical related issues
• The ability to be detailed oriented and deliver quality work based on precision workmanship
• Support a collaborative and sales-oriented team environment
• Meet daily production targets as assigned by the Configurations Management Team
• Flexibility and the ability to meet deadlines
• Configuration and provisioning of endpoint devices utilizing current and future endpoint management technologies as required by clients
• Responsible to follow documented procedures outlined in CDW's Quality Management System
• Deliver a productive and high-quality Configuration Service experience to all customer end users
• Contribute to team innovation through ideas for process improvement and efficiency
• Build and manage any required hardware images across supported PC Platforms
• Develop, implement, and/or participate (in the creation/maintenance of) knowledge base articles and/or documentation for Configuration Services use, provide recommendations for improvements
• Be available to work rotating schedules if needed, which may include evenings, weekends, and holidays. Advanced notice would be provided should the need arise
• Maintain a positive and collaborative attitude with all coworkers and customers

Based on business requirements and client activities CDW Leadership may request you from time to time to support additional service activities that can include, but not limited to:

• Onsite Deskside activities that include setting up and deploying supported IT equipment to our clients end users that are located within the GTA
• Assist or lead in routine hardware/software deployments
• Follow defined procedures to document all problems and solutions in the ITSM Platform (ServiceNow)
• Participate in projects and other initiatives as requested by your supervisor
• Build relationships with customers
• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving endpoints and end-user requests
• Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.

What you need to succeed

Must-have

• Exceptional customer service and interpersonal skills, with a focus on rapport-building
• 2+ years of Service Desk or other End User Support operations experience involving Deskside support or Configuration Services
• 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
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• 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 Service Level Agreements
• Ability to obtain and maintain Canadian Security Clearance
• Ability to work outside regular business hours with advanced notice is required
• Lift up to 50 lbs, with or without assistance, on occasion.
• Lift up to 20 lbs, unassisted on a regular basis.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW.

Salary range : $54,000 - $79,400

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.