Specialized Computer Technician - Helpdesk & Technical Support

Person who ensures the software and hardware configuration, optimization and security of information systems, technological infrastructures and telecommunication networks. He or she performs various tasks related to databases. He/she sees to the implementation, proper functioning and evolution of complex technological components with a local, regional or provincial scope. He/she acts as an expert in his/her field of specialization and supports computer technicians in solving problems of a high level of complexity or specialization. He/she may develop implementation plans for technology projects and coordinate the work of computer technicians.

• Serve as the first point of contact for employees seeking technical assistance over the phone;
• Manage the processing of incoming calls to the helpdesk to ensure courteous, timely and effective resolution of end-user issues;
• The first response to all support requests through all channels: phone, portal, email requests;
• Perform initial triage and troubleshooting of all tickets across all knowledge domains;
• Resolve all tickets within scope through the use of experience, knowledgebase, or team collaboration;
• Escalate or assign tickets to the appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve;
• Develop and enforce request handling and escalation policies and procedures;
• Track and analyze workload in Help Desk requests;
• Assess the need for any system reconfigurations (minor or significant) based on changing demands and make recommendations;
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary;
• Monitor incidents and anticipate potential problems for proactive resolution;
• Provide basic “how-to” training to end-users;
• Manage deployment and recovery of IT equipment;
• Maintain a record of knowledge/solutions within a structured knowledge base;
• Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary;
• Contribute to the development of internal procedures, processes and documentation.