Job Title

IT Service Desk Technician ** Bilingual French/English ** Contract to Permanent Full Time - 6 month initial contract Ottawa, ON, ON-SITE / IN-OFFICE WORK Job Summary: Under general guidance of the Manager, Service Desk, responsibilities include resolution of Tier 1 & 2 tickets while maintaining excellent customer service. The IT Service Desk Desktop Technician will also perform troubleshooting and configuration of applications, Apple or Android mobile devices, printers, PCs, laptops, basic networking, and other user peripherals. Key Responsibilities Provide outstanding customer service with a pleasant and helpful demeanor. Providing clear guidance to the users and achieve a straightforward resolution to their support request. Responsible for the ownership, prioritization, and triage of tickets. Update tickets, resolve support requests and escalate as required. Maintain effective communication with the users. Installation of user hardware and software. Provide support for voice (telephone) related applications Well versed in supporting networked and stand-alone printer issues. Mobile phone support and provisioning experience. Share knowledge with the users, providing guidance, and support. User and resource security administration (Active Directory). Perform all job functions in a safe and healthful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations Adhere to all company policies and procedures Adhere to the Companys Quality System operating procedures Perform other duties as assigned by Management Education and Experience Strong change, incident, and problem management skills with a customer service mentality. Experienced supporting mobile, field office, and local users. Ability to work with others to determine a support solution. Good interpersonal and communication skills (written and oral). Very efficient time and priority management skills College or University degree in Computer Science (or equivalent credits in management and Computer/Systems related) Experience in user support, application, phone, and PC support Practical experience with end-user systems, and remote office infrastructure Practical experience with Office 365 cloud-based applications Self-starter and willingness to acquire knowledge on own time High technical, analytical, logical and trouble shooting skills in using structured tools and techniques. Email - O365, MS Exchange 2010 Security - Active Directory, Virus/Spam Control Phones/Mobile - Android, Apple iOS Networking - VPN support, Cisco, Fortigate End Point Device Support - BeyondTrust, VNC IT Service Desk Support - ManageEngine Help Desk and Audit Manager Plus