{"id":2354664,"url":"https://alion.io/job/exchange-technology-services-deskside-support-technician","title":"Deskside Support Technician","company":{"id":1493689,"name":"Exchange Technology Services","domain":"exchangetech.ca","url":"https://alion.io/company/exchangetech","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Winnipeg, 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providing technical support to end-users, troubleshooting issues, deploying and maintaining hardware at client sites, and providing excellent customer service in line with client service level agreements (SLAs).\nKEY RESPONSIBILITIES\nManaging incidents and requests, ensuring timely resolution of high-priority and time-sensitive requests\nUsing ConnectWise Manage (CWM) to manage, document, and update all assigned service tickets, including accurately logging mileage and field time\nMaintaining documentation, including accurate logs of technical activities, hardware changes, and client interactions\nCommunication with clients regularly, including coordinating service calls, installations, and preventive maintenance\nOffer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies\nDeliver responsive, professional on-site support for desktops, laptops, peripherals, network connectivity, and basic server functions, including assisting clients in real time with requests raised through the Service Desk\nMaintain clear and timely communication with Service Desk staff, keeping them informed of any planned site visits during normal business hours, including the expected time of return\nBe available to work outside of normal business hours, including weekends, when situations or business needs arise and urgent client site work is required\nCollaborate with Hardware Analysts and the Provisioning Team Lead, as needed, to deploy, configure, and retrieve hardware\nMaintain asset tracking records and documentation for hardware deliveries and returns, and track IT tools, hardware inventory, and consumables\nParticipate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc.)\nSubmit regular performance and incident reports\nAttend mandatory weekly/monthly team meetings and contribute to team discussions and service improvement initiative\nFollow internal policies, data protection protocols, and industry-standard safety procedures\nMaintain a professional appearance by wearing company-branded attire during all client visits\nAdditional responsibilities as assigned.\nQUALIFICATIONS\nEDUCATION & EXPERIENCE\nBachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset\n2+ years of experience in a Field Services or/and Desktop Support role within the IT industry required\nPrevious experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required\nPrevious experience building and repairing computer hardware, and a working knowledge of past and existing computer hardware components & technologies required\nPrevious experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required\nWorking knowledge of imaging tools, endpoint protection platforms, and troubleshooting networking issues and standard enterprise hardware required\nFamiliarity with ConnectWise Manage or similar service management/ticketing systems required\nPrevious experience in a Customer Service or/and Helpdesk Environment is preferred.\nKNOWLEDGE, SKILLS & ABILITIES\nTechnical Support and Troubleshooting skills\nAnalytical skills with the ability to solve complex issues\nExcellent customer support and customer service skills\nStrong interpersonal skills with a client-focused mindset\nAbility to work well in a team\nStrong ability to prioritize tasks and meet deadlines\nStrong attention to detail and accuracy\nProactive, results-driven approach to problem-solving in the field\nProfessional verbal and written communication skills\nMust possess a valid driver’s licence and be willing to travel regularly to client locations\nExperience in a fast-paced environment with multitasking responsibilities\nWORKING CONDITIONS\nMust be able to obtain and maintain a clear criminal record check\nPhysically able to perform all listed job duties\nAble to lift and carry up to 50lbs\nThis role involves working in a variety of environments and includes regular interaction with staff and members of the public\nField-based role requiring daily travel to client sites and head office\nCompany van (Subject to availability) and tools provided for work-related duties.\nOn Call/Shiftwork as required to provide after-hour client support, including occasional weekend work for critical support tasks\nVarious shifts at a fast pace to meet service level requirements of our clients\nMethods and procedures described or implied in the job profile may be altered to accommodate 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