Deskside Support Technicians

Role : Deskside Support Technicians

Location : Toronto, ON - Full Onsite

Role Description

Reporting to Project Manager and Project Coordinator, the Deskside Support Technician, will be responsible for assisting end-users with migrating their laptop, desktop and / or tablet from Windows 10 to Windows 11. You'll perform all project defined migration steps and conduct post migration testing to ensure end-user device is fully operational. This will include validating peripherals (printers, docking stations, USB devices) are functioning as required. Escalate unresolved issues and / or challenges to lead Analyst for further direction or assistance. Work will require travel to multiple locations within the Province of Ontario.

Responsibilities

• Deliver a friendly and high-quality Deskside Service experience to all customer end users
• Communicate with end users in-person, via phone, email, or live chat as required
• Provide troubleshooting for all migration technical inquiries, and issues involving computers, peripherals, smartphones / tablets, and certified applications
• Setting up and deploying supported IT equipment as required by the project
• Contribute to team innovation through ideas for process improvement and efficiency to help streamline the migration initiative
• Assist in routine hardware / software deployments as required for the migration
• Participate in the creation / maintenance of knowledge base articles and / or documentation for Service Desk use; make recommendations for improvements
• Follow defined procedures to document all problems and solutions in the approved platform
• Participate in other initiatives as requested by your supervisor
• Build strong relationships with end users
• Maintain a positive and collaborative attitude with all coworkers and customers
• Be available to work evenings, weekends, as travel to offices across the Province of Ontario will be required. Multiple overnight stays is to be expected.

What you need to succeed