Desktop Technician I

Job Description:

Key Duties and Responsabilities:

• Server patch management for domain controllers and other Windows Servers.
• Administer U1DOME/torontorehab.on.ca domain: user passwords, permissions, Research domain containers/objects, etc.
• Maintain licensing and support (Matlab, DameWare, SAS, VMWare, etc.).
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Identify and suggest possible improvements on procedures.
• Install and maintain PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Identify, log and resolve technical problems with software applications or network systems.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Explain and document technical issues in a clear way to clients.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Provide onboarding and off boarding administration (AD, password resets, file share access, VPN support, etc.).
• MS Office, O365, Active Directory, Windows 10/11 desktop support for ~400 end-users.
• Maintain inventory of replacement systems.
• Maintain network connectivity for desktop systems (support from desktop NIC to switch).

Qualifications:

• Windows 10 Workstation Certification.
• Extensive knowledge of Microsoft Office and Windows 10/11.
• Exceptional troubleshooting skills.
• Working knowledge of Ethernet networks.
• Experience with basic analysis and research.
• Excellent oral and written communication skills.
• Professional demeanor.
• Well organized with attention to detail and ability to carry out tasks independently.
• Ability to meet deadlines and work in a team environment.
• Ability to prepare and communicate effectively in person, by phone and/or email.

Education and Experience:

• Min 3-5 years of experience in providing desktop support.
• Diploma in Computer or IT-related area of study or equivalent.
• Experienced in Windows, Microsoft Office, and VPN support.
• Knowledge of creating and deploying Windows images on computers.
• Hands-on computer hardware maintenance and troubleshooting experience.
• Familiar with Windows Server 2012/2019.
• Excellent customer service skills.
• Able to work in a fast-paced environment.
• Microsoft and ITIL certifications is a plus.