Summary
Reporting to the IT Manager, you will support daily Service Desk responsibilities. This position will support GFCA with procurement, setup, installation and maintenance of computer hardware and software for our user community.
You will deliver excellent customer service and bring solid knowledge to ensure performance standards, objectives, policies, and best practices are achieved.
Essential Duties & Responsibilities :
- Support global standardization asset management, service desk software, incident and problem management, service catalog SCCM 2012 imaging.
- Responsible for purchasing laptop, tablet and desktop computers, printers and other peripheral devices and computer accessories.
- Negotiates with vendors for best pricing and service delivery.
- Performs installation, maintenance and repair of desktop, laptop computers and peripherals.
- Identification of hardware, software and network technical problems and malfunctions related to the user and server environment in the Canadian locations.
- Participates in various IT projects intended to continually improve / upgrade the infrastructure.
- Engages global IT infrastructure team to support server infrastructure including troubleshooting, upgrades and maintenance.
- Engages with Service Desk team to support and assist customers in the Canadian locations.
- Engage, support, and in some cases lead (as designated) projects related to user services and infrastructure.
- Expected to assist the Service Desk with first & second level triage, resolution, or assignment of user incidents and challenges.
- Logs and tracks calls using Service Desk tool and maintains history records and related problem documentation.
- Complete root cause analysis of incidents and problems, document resolution, and update the change management process.
- Tests software and hardware to evaluate ease of use.
- Writes software and hardware evaluations and recommendations for management review.
- Support and assist in Active Directory administrative tasks. Knowledge of GPO configurations is preferred.
- Installs and supports desktop end-user applications including Microsoft Office, Outlook, Internet Explorer, ERP and any other user specific applications.
- Ensures current virus protection software is installed and updated regularly.
- Helps configure, install, and maintain necessary server / client hardware / software to provide a suitable environment to run production applications.
Qualifications :
- Bachelor's degree in Information Technology, Computer Science, Business Administration / Commerce or a related field from an accredited college / university is preferred.
- A minimum of 3-5 years of related experience in PC / desktop management is required.
- Microsoft or A+ certifications, HDI certification is preferred.
- Hands on experience in areas of networks, network topologies, PC / laptop / tablet workstations (configuration and connectivity) and network file servers.
- Microsoft Office Applications installation, and configuration and Internetworking architectures and home configuration.
- Incident ticketing software knowledge with a knowledge of Windows OS, anti-virus software.
- Advanced SCCM knowledge, for image creation and deployment and Cisco VOIP phone configuration.
- SharePoint basic user and administrative knowledge.
What We Offer(*) :
Paid top-up for pregnancy, parental and compassionate care leave.
Health and Group Benefits (100% of premiums paid by Griffith foods).
Education reimbursement program.
Life event recognition and on the job recognition.
Generous defined contribution retirement plan.
Career development and growth opportunities.
Annual wellness allowance.
Annual incentive.
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