Service Desk Technician

Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits. Assist end users with software applications, file accesses and hardware support. Image and prepare new workstations for deployment. Research technical and non-technical problems and resolve in a timely manner. Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents; recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database. Escalate and route Tier II or III support calls tickets to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times. Work with licensees, vendors, and suppliers ensure that all external issues are dealt with in a timely manner. Provide on-site ITS support for Head Office Follow up on all resolved incidents to ensure customer satisfaction. Assist with communication of site failures and outages. Create and modify operational procedures as required. Monitor systems and network parameters. Assist with a quarterly systems access audit. System Administration Modify and delete accounts for all assigned systems. Manage new administration accounts for all assigned systems. (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems). Perform Start of Day and End of Day maintenance procedures on all assigned systems. Staff Onboarding Provide all required hardware equipment. Install and configure needed software, and peripherals. Configure smartphones for WIFI, and Corporate authorized applications. Assisting in setup personal smartphone and mobile devices for applications. Inventory Management Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements. Submit requests for procurement of ITS equipment as needed. Monitor and manage level counts for all ITS consumables and peripherals items. Work with external service providers on hardware failures. Receive, ship, and track ITS equipment as needed. Other Duties Support and comply with Corporate Social Responsibility, policies, procedures, and practices. Work on projects as assigned. What you must have: Minimum five (5) years experience working as a Service Desk Technician. Must be ITIL certified and with demonstrated solid ITIL background. Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience Minimum five (5) years previous service desk or technical support role Minimum five (5) years of customer service experience. Demonstrate technical competency at monitoring and providing Tier I support level. Familiarity with the various technologies and troubleshooting techniques. Strong knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills Excellent attention to detail and ability to multi-task. Self-starter, fast-learner, and a great team player Have and maintain a valid Manitoba Class 5 Drivers license Completion of an HDI Support Centre Analyst certificate is an asset Must be ITIL certified and with demonstrated solid ITIL background. Asset management experience is an asset Technical competency at monitoring and providing Tier II support level is an asset. LGCA license is considered an asset. All applicants must clear a background check. A Canadian based federal security clearance is considered an asset Must have Windows based computer with standard Windows 10 applications Must possess own communications device