Help Desk I

JOB DESCRIPTION

Job Title:	Help Desk I
Reports To:	Director, Technology Services
Department:	Information Technology (IT)

_______________________________________________________________________________________

 

 

Job Summary:

 

The Help Desk I Technician provides IT support services for all employees. Responsibilities are to respond and resolve basic computer hardware, network, printer, application and desk phone related issues. He/she will communicate with computer users for issues via ticketing system, email, and telephone.  The technician provides basic training, documentation and instructions for all new employees on accessing phone and the computer systems. In addition, he/she will be responsible for the coordination of activities within the service desk team.

 

Primary Responsibilties:

 

•           Provide IT Helpdesk Services to end users in a prompt and professional manner

•           Setup workstations and notebook computers with appropriate applications as per PCI standards

•           Troubleshoot and resolve computer, network and application related issues promptly

•           Perform preventative maintenance including checking, monitoring and cleaning of workstations and servers

•           Create documentation, end user guides and close trouble tickets on time with complete details

•           Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups and configuring systems and applications

•           Ensure company IT standards and policies are implemented and followed on desktop computer network

•           Administer training to end users on client application use such as email, network logon, printing and remote access.

•           Employee account creations and deletion as per G&D policy

•           Monitor and respond to alerts using system management tools

•           Implement and manage Thin Client stations to work with Citrix Servers

•           Setup remote users with VPN access

•           Upgrade client applications and OS

•           Assisting other IT functional teams with projects

•           Provide after-hours support (on-call) on a rotating basis

•           Administering mobile devices and services

•           Patching workstations and notebook computers

 

Secondary Responsibilities:
 

•           Backup and restore data for end users

•           Administer first level support for servers and network

•           Provide second level support for limited applications

•           Ability do limited network related activities

 

Qualifications:

 

•           Minimum 3 year experience in working in a service desk environment providing level 2 or 3 support

•           Minimum  year experience in building workstations and providing support for computer (end) users

•           Certification in computer related field such as A+, MCSE and College education

•           Good verbal and written communication skills in English

•           Experience in generating reports and creating root cause analysis

•           Proven interpersonal, analytical, presentation and problem solving skills

•           Ability to multi-task, organize, and prioritize with attention to details

•           Self-motivated team player with ability to interact in a collaborate manner

•           Demonstrated ability to work well under pressure in meeting tight deadlines

•           Experience in common client applications such as MS Office, Exchange, IE, PGP and SharePoint

•           Minimum 1 year experience in networking such as cabling and understanding of network switches

•           Ability to absorb and retain information quickly and also bring new ideas to the team

•           Technicians required to use various hardware and software tools to analyze and resolve issues

•           Attention to detail and willingness to take initiative

•           Able to apply general common sense and courtesy

•           Basic computer programming experience and skills

 

Working Conditions

 

•              Able to work in a team environment

•              Limited travelling is required

•              Available to be on call to provide afterhours support

•              Responsible to maintain confidentiality

•              Maintain a professional and positive attitude

 

Physical Requirements

•              Ability to work flexible hours and weekends

•              Capable to run network cables and carry computers  and peripherals

•              Ability to rack servers and networking devices

 

Additional Information

*This job description is not intended to be all inclusive.  The candidate hired will also perform other reasonable related business duties as assigned by the supervisor.  The company reserves the right to revise or change job duties as needed.  This job description does not constitute a written or implied  contract of employment.

Giesecke & Devrient Systems Canada Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.

By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or valid work permit.

Please note:  Reference Checks and Credit, Criminal Background Checks will be administered on suitably qualified candidates. Your application will be kept on file for up to two years.