Junior Desktop Support Technician to provide Tier 1 & Tier 2 support to internal corporate employees. (Onsite Edmonton)

Our Architectural Firm Client is looking for a Junior Desktop Support Technician to provide Tier 1 & Tier 2 support to internal corporate employees.

Contract Length: Sept 8th - Nov 14th (Leave coverage). 5 days/ week in Downtown Edmonton office.

Must Have:

• 2+ years of experience supporting end users, providing Tier 1 & 2 support
• Experience with Desktop Imaging, software packaging techniques, troubleshooting, SCCM & Active Directory
• Experience resolving technical issues with PC, Mac, Mobile, Printers, Software & licensing, A/V
• Computer hardware support and troubleshooting like laptop battery replacement, or memory upgrades
• Experience with Zoom, Microsoft Suite, and Adobe
• 2+ years of experience in a customer service role

Nice to Have:

• Experience with using a ticket tracking software is an asset

Responsibilities:

• Provide first contact support of incoming requests to the service desk via telephone, in person, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Provides technical assistance for all Software and Operating Systems within the organization in resolving technical issues
• Set up new hires with equipment and appropriate access to the company’s system including deployment of pre-packaged software
• Implements, installs, configures, monitors, trouble shoots and evaluates existing and new operating systems
• Record, track, and document the service desk incident-solving processes including developing Standard Operating Procedures where required
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Develop help sheets and FAQ lists for end users.
• Directs technicians who are involve in diagnosing and correcting systems related to failures and performing system management and determines logical solutions