Description
IT Help Desk - 6 Month Contract
Job Title: IT Help Desk
Company: Direct IT Recruiting Inc.
Location: Toronto, Ontario
Status: 6 Month Contract
Job Category: Infrastructure
Career Level: Intermediate
Work Experience: 3+ years L2 help desk experience, MCSE, Exchange 2010 or higher, VoIP, WebEx, Cisco Routers Switches, Blackberry, iPhones, SCCM, AD Active Directory, MS Windows, LAN WAN Networking, MS Office
Industry: Financial
DESCRIPTION:
We are currently seeking an IT Level 2 Help Desk Infrastructure Analyst to provide technical support to all users in both remote and desk side scenarios. This position involves providing support for our IT Help Desk desktops and applications via phone, email, deskside and remote.
RESPONSIBILITIES:
- Provides remote or customer-facing support for all aspects of end user computing and network-based PC/Workstation systems software and hardware, including general service desk activities like password resets, across Canada.
- Performs maintenance tasks, troubleshoots and repairs computer systems/device and peripheral equipment; documents and applies standard solutions.
- Performs troubleshooting and diagnosis of desktop computing software incidents; documents and applies standard solutions.
- Collaborates with level two or three support staff in troubleshooting, diagnosis and developing resolutions for issues; coordinates staff testing and implementation of solutions.
- Ensures continued availability and reliability of the desktop computing environment within a business office by proactively monitoring performance and responding appropriately to deviations from expectation
- Consults with IT staff on the usage of end user computing systems and network-based PC/Workstation software and hardware, systems security, recovery and back-up procedures.
- Conducts trending of reported incidents, conducts root cause analysis and develops recommended solutions.
- Evaluates, maintains, modifies and documents PC application packages, including remote connectivity products, participates in the testing and evaluation of new PC packages, implements prototypes, and consults with clients on packages selection and equipment.
- Participates in project relating to development and implementation of new products and product life cycle upgrades.
- Identifies opportunities for and leads process improvement initiatives.
- Assist on all manners around end users device support including smartphones, tablets, printers, video conferencing, monitors, keyboards, RSA token resetting and general L1 and L2 IT support activities.
- Performs related duties as assigned or requested.
REQUIREMENTS:
- 3+ years of experience as a level 2 infrastructure help desk analyst or deskside support
- Microsoft certifications such as MCITP, MCSE - an asset
- Knowledge of MS Exchange 2010 or higher (2013 and or 2016)
- MobileIron (iOS and Android)
- Ability to implement and manage AD Active Directory, group policies, DNS, DHCP, TCP/IP
- Experience with SCCM packaging and image deployments
- Experience with MS Windows
- MS Office suite of products
- RSA token resetting
- Experience troubleshooting and configuring Blackberry, iPhones, tablets and androids
- Experience supporting Cisco Switches, Routers, Firewalls
- Ability to support Cisco Call Manager and Unity Connection Server, CUCM, UCCX
- Cisco VoIP telephone set up and configuration
- Video conferencing equipment Tanberg and Cisco MXP and SP
- Ability to work in a fast paced environment and work under pressure
- Positive attitude and ability to work as a team player
- Exceptional communication, problem solving, project execution and time management
- Admin and configuration of network LAN/WAN equipment
- Must have a CLEAR credit and criminal record
- After hours on call support is required
- Shift work Monday to Friday 10:00AM to 6:00PM
- Remedy ticketing experience - an asset
- Computer Science Degree, Engineering, Mathematics, IT College Diploma or equivalent