Senior Desktop Technician

Language Requirements:

• Bilingualism (English/French) is required. Other language profiles will be considered if a bilingual candidate is not identified.

Education

• College and/or University Diploma/Degree in Computer Science or related areas, or a combination of education and relevant work experience.

Experience

• Candidates must have five (5) years experience in support of: Microsoft Windows, Microsoft Office core products, and computer and peripheral hardware in a mid to large size corporate environment.
• Networking and data communication experience is required
• Strong troubleshooting skills. MCP, A+, MCSC certification is an asset. Vendor certifications are an asset
• Experience with ITSM and ADO tools is required
• Experience with InTune and SCCM is required
• Expert level troubleshooting laptop and desktop computer components including disassembling and reassembling of devices

Additional qualifications:

Skills and Abilities

• Ability to provide high quality, professional, service-oriented Level 2 IT desktop support to the end-user community, via telephone, email, or interpersonal communication
• Ability to troubleshoot complex problems associated with desktop operating systems, custom and purchased software applications, and computer hardware and peripheral devices
• Ability to monitor and document Level 2 incidents in the service management tool and act as a senior level 2 escalation point for more difficult issues faced by more junior members of the team
• Ability to deploy desktop, laptop, and workstation class computers to the user community using common deployment and configuration tools
• Ability to contact external vendors, suppliers, and relevant corporate authorities when required to diagnose and solve PC and related software and hardware problems
• Asset Management, including both hardware and software assets
• Audio Visual support within the Mint corporate environment
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on. Interfaces with other business units to diagnose issues and plan improvements in service
• Ability to identify and recommend improvements to technical and process issues. Assist in identifying process gaps, and the implementation of continuous improvement
• Ability to mentor and train other technicians as required
• Document team level processes and procedures, and assist in the execution of team level projects
• Assist in the research and implementation of new technology solutions and in the testing and evaluation of new products, both internal and external
• Comply with IT practices and procedures at the Mint
• Responsible for investigating and resolving issues identified by the Problem Management process
• Administration of cloud based applications
• Skilled in writing and verbal communications
• Must demonstrate strong initiative, judgment, reliability and high level of integrity
• Ability to work independently and to work with others as a team
• Ability to motivate and maintain a positive work environment
• Excellent attention to detail
• Strong willingness to learn and develop skills, with a focus on continuous improvement

Knowledge

• Advanced to expert level knowledge of Windows desktop operating systems, including Windows 7 and Windows 10
• High degree of familiarity with Microsoft SCCM and Windows Imaging and deployment technologies (WDS, MDT)
• Familiar with a variety of end-user hardware, including a variety of PC models, laptops, printers, scanners, iPhones, iPads and MAC devices
• Knowledge regarding cyber security procedures, endpoint protection, password compliancy and remote access technology
• ITSM and best practises regarding service management
• Knowledge of Windows Servers, Active Directory, and networking in a large scale corporate environment
• Knowledge of the Health & Safety Program at the Mint