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Summary

Reporting directly to the Manager of Information Technology, the Desktop and Systems Support Technician is the first line support in providing employees with extensive and complete assistance in any issues they may have concerning information system technology.

You are responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. The individual should be able to communicate easily technical concerns and solutions to many different people with varying degrees of technical knowledge as well as work with individuals in all departments to help solve their issues, minimizing downtime.

Job Duties

• Resolve end-user IT issues, such as password resets, MS Office, browsers, file/folder shares, PC hardware problems, Internet connectivity, configurations, etc. minimizing downtime to all users.
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, remote management and other vehicles of communication.
• Prioritize work according to severity.
• Always maintain a high degree of professionalism, courteousness, and friendliness.
• Administer system, laptop and desktop computers and peripherals, printers, phones, company smartphones, software deployment, security updates and patches
• Develop expertise to train staff on new technologies, prepares and conducts training programs, providing references and support.
• Able to make/run Cat5E/6 cables for connecting network equipment
• Protects organization's value by keeping information confidential.
• Accomplishes organization goals by accepting ownership for tasks and exploring opportunities to add value.
• Set up user accounts, permissions and passwords on workstations by assigning configuration of authentication and authorization of Active Directory services
• Design, Install, configure, upgrade and monitor computer networks and systems. Identifying and solving any problems that arise with computer networks and systems.
• Provide network support with a variety of operating systems.
• Install and configure computer network equipment.
• Maintain network connectivity of all computer workstations.
• Provide network support to users.
• Create and maintain network users/permissions.
• Create technical support documentation for systems and applications.
• Anticipating problems and resolving them before they impact users when possible
• Testing software and reviewing application logs
• Always maintain a high degree of professionalism, courteousness, and friendliness.
• Diagnose and resolve network issues for LANs

Systems Administrator skills

• Degree or diploma in Computer Sciences, Technology, or relevant proven experience (new graduates and individuals with a minimum of 1 year of experience are encouraged to apply)
• A+ certified is an asset
• Strong knowledge of MS Office Suite, Adobe products, Nitro PDF and Windows 10/11 Operating System
• Fundamental knowledge of networking concepts and computing infrastructures
• Experience with Antivirus Endpoint Protection (ESET)
• Exceptional critical thinking, troubleshooting and problem-solving ability
• Strong interpersonal customer service skills, to assist non-technical individuals with complex technical issues
• Excellent communication skills
• Great at organizing, prioritizing and multitasking
• Experience with Antivirus protection (ESET Endpoint Protection)
• Must be able to complete complex projects independently, with minimal supervision