Service Desk & Desktop Technician

MGEU

IT Services provides technology support and services to all students and staff in the Division related all hardware and software used by staff and students in the division. The IT Service Desk and Desktop Support team functions as part of IT Services and provides support related to all end user devices, all computer peripherals, all software installations, and other duties as assigned.

Under the supervision and direction of the Supervisor, Technical Services, the Service Desk & Desktop Technician.

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledge base as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledge base as needed.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Test fixes to ensure problem has been adequately resolved.
• Provide suggestions for continual improvement.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
• Install, configure, test, maintain, monitor, and troubleshoot end‑user workstations and related hardware and software to deliver required deskside service levels.
• Collaborate with IT Operations staff to ensure efficient operation of the company’s end‑user computing environment.
• Answer to and perform moves, adds, and changes (MAC) requests as required.
• Responsible for all issues from the wall jack to the desktop, including all computer peripherals.

If necessary, liaise with third‑party support and equipment vendors.

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in CompTIA+ or ITIL are considered an asset.

• Knowledge of basic computer hardware, including laptops, desktops, peripherals, monitors, printers, projectors, etc.
• Experience with desktop and server operating systems, including Windows 10, Windows 11, Chrome OS, Mac OS, iOS.
• Application support experience with Microsoft 365.
• Familiarity with the fundamental principles of ITIL is considered an asset.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.

• Ability to conduct research into a wide range of computing issues as required.
• Effective interpersonal skills and relationship‑building skills.
• Strong written and oral communication skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving…