Vacancies in ICT

PC technician

Mont-Saint-Guibert

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The role is to ensure proper computer operation by maintaining personal computers, peripherals and network devices. This person acts as first level user support, solving basic to advanced technical problems, maintaining IS security administration. Participates in IT projects, analyzes and resolves end user hardware, software and network problems in a timely and accurate fashion. Provides end user training where required. This position will support global Service Desk efforts, providing support of the global and regional IT assets, enterprise-wide systems, IT planning, and business continuity processesProvide End User Support (40%)Troubleshoot personal computer hardware and software, and networked peripheral devicesMaintain proficiency at resolving 75% or more of technical problems encountered.Build report and elicit problem details from Service Desk customers.Determine whether problems are caused by hardware, software or user.Provide users with known resolutions for common problems.Provide education to end users in response to support calls or requests.Inform users of proper backup and recovery procedures for data.Develop formal training materials.Conduct computer related training sessions.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution. Control Service Desk Processes (25%)Receive and respond to incoming Service Desk calls, pages, and/or e-mails regarding PC and network problems or requests.Record, track, and document the Service Desk request problem-solving process, including all decisions made, and actions taken, through to final resolution.Enter support request information into the Service Desk tracking system.Monitor, prioritize and schedule Service Desk requests to ensure prompt resolution.Escalate issues to the appropriately experienced technician, as required.Perform post-resolution follow-ups to service requests.Work under supervision on project assignments. Develop and Maintain Service Desk Hardware and Software (20%)Install, configure, test, maintain, and troubleshoot client hardware and software.Construct, install, and test customized configurations for various platforms and operating systemsRecommend, schedule, and perform computer equipment improvements, upgrades and repairs.Administer operating systems and their associated softwareIdentify and learn appropriate software and peripherals used and supported by the organization.Assist the IT Manager with assignment of personal computers.Schedule PC installations for new and redeployed PCs.Interview users to determine and verify PC hardware and software requirements.Evaluate hardware and software products.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Maintain mobile device management applications, hardware support and provide documentation.Develop and Maintain Network Infrastructure and Related Equipment (5%)Communication and Documentation (5%)Inventory Control and Procurement of Computer Products (5%) 

Full-time

IT Helpdesk Coordinator

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1 Vacancies in ICT

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IT Helpdesk Coordinator (M/F/X)

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