Two (2) Deskside Support Specialist

Eagle is currently seeking a Two (2) Deskside Support Specialist. This is a twelve (12) month, contract position scheduled to start in August.

Key Responsibilities

The successful candidate will be responsible for:

  • Providing support for the desktop environment;
  • Working with internal/external service providers to resolve incidents and problems;
  • Consulting with and training end users
  • Ensuring organizational standards and policies are being followed;
  • Analyzing and documenting end user inquiries;
  • Researching, resolving and responding to complex questions received via ticketing tool and providing support on services in accordance with current standards;
  • Following up with user to ensure problem is resolved satisfactorily;
  • Communicating technical information to technical and non-technical teams and customers;
  • Supporting desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings, and desktop administrative duties;
  • Assisting in software requirements analysis, testing of software systems or applications for software enhancements and new products;
  • Supporting all security patches and operating system upgrade activities;
  • Participating in project assessment, software packaging, custom scripting, pilot testing, user acceptance and communication, and remediation activities associated with software deployments;
  • Writing technical documentation in the form of test plans, installation plans and incident reviews;
  • Interfacing with other release team members to ensure all technical aspects of the deployment have been accounted for to minimize risk to IT infrastructure;
  • Performing reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them from occurring in the future;
  • Constructing and providing technical coaching and mentoring to other desktop services staff and company associates;
  • Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions when working on projects;
  • Supporting authorized uses connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services;
  • Connecting to WAN, and accessing appropriate LAN segments
  • Installing new or upgraded non-standard hardware/software as assigned via service requests;
  • Coordinating installation with the user and follow up to ensure customer satisfaction;
  • Assisting in configuring cell phones such as iOS, Android and BlackBerry;
  • Providing repair and maintenance for mobile devices;
  • Providing VIP / executive support for software and equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, printers, scanners and wireless networking;
  • Representing EUS in projects to ensure operational readiness;
  • Acting as product liaison, working with other areas of IT to solve technical issues;
  • Providing regular, accurate, and timely feedback regarding customer requirements, including supervising assignments and maintaining timely communication with other resolver teams and service delivery managers;
  • Utilizing problem management database and systems to track and report on customer calls and requests;
  • Maintaining and contributing to a knowledge base;
  • Updating tickets with accurate and timely records of work performed, and resolution detail; and,
  • Escalating to third party providers when necessary.

Skills and Qualifications

The qualified candidate must have:

  • Three to five (3-5) years of experience and training or equivalent combination of education and experience;
  • Ability to construct solid relationships and to demonstrate expert level ability to inspire trust and maintain confidentiality to best support and improve end user needs and to better understand how everyone operates and how to best support and improve their experience;
  • Five (5) years’ experience configuring backup and recovery options;
  • Five (5) years’ experience configuring hardware and applications;
  • Five (5) years’ experience configuring access to resources;
  • Five (5) years’ experience configuring mobile computing;
  • Five (5) years’ experience configuring network connectivity;
  • Five (5) years’ experience resolving computer problems;
  • Five (5) years’ experience workstation testing and performing security updates;
  • Two (2) years’ experience application packaging;
  • Two (2) years’ expertise imaging and software management;
  • Two (2) years’ experience in license management;
  • Two (2) years’ experience monitoring and maintaining systems that run Windows 10;
  • ITIL Foundation Certification; and,
  • Microsoft certification (an asset).

Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: July 11, 2018
  • Job Type: Contract
  • Job ID: 56185
  • Location: Toronto/GTA ON