Deskside Support Technician (Wine Jobs: Management & Administration)

  Arterra Wines Canada

  Oliver, British Columbia

Position Summary:   

Desktop Support Technician performs analytical, technical and administrative tasks in the planning installation, education, trouble-shooting and maintenance of PC hardware, software, and handheld devices. This includes the responsibility of identification, prioritization, and resolution of incoming incidents to the IT Operations Service Desk.  The Desktop Support Technical Representative will contribute to IT Operations incident resolution by giving technical support to user’s in-person and/or remotely as required. The technician will work along with their team members to a set of managed SLA’s and will assist with other team’s within IT Operations/Regions as needed.

Responsibilities:

• Assist local office and remote location users with IT related problems, work requests and issues, including MS Office, Outlook and other PC business enterprise software in addition to iPad’s, iPhones.
• Installs software and provides informal training and assistance to end-users onsite or remotely in use of end-user hardware and software questions.
• Confers with end-users to determine types of hardware and software needs and provides management with purchase suggestions and recommendations.
• Performs analytical, technical and organizational task planning for processing and coordinating of fulfillment requests.
• Research new technology to remain up to date and current on newly available end-user hardware and software.
• Access technical knowledge bases and FAQ’s to aid in problem resolution and broaden knowledge of current and future issues and technologies.
• Identify, recommend, and assist with development for end-user training programs to increase computer literacy and self-sufficiency.
• Assist management with the development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Maintains inventory of all PC hardware, including field and remote sites.
• Provides telephone support for hardware and software to field and remote users.
• Provides various Client Services tasks under the direction of the Service Delivery Manager
• Maintain service level agreements in consultation with Executive, VIP, end-users to establish expectations and timeframes.
• Maintain, monitor and practice departmental standards, policies, and procedures.
• Coordinate with other teams and/or perform Desktop level escalated hands-on and/ or remote fixes at the machine level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications for end-user problems.
• Monitor resolutions, identify problem areas, perform root cause analysis and communicate solutions to other team members to enhance quality of service.
• Ensure Executive and VIP’s and end users are satisfied by confirming that their tickets and end-user problems have been adequately resolved.
• Produces detailed documentation and process flows to assist with the improved methods of efficiency for various procedures.
• May provide support at Company sponsored events to include Senior Leadership Team meetings, etc.
• Completes additional responsibilities as assigned.
• Follows all ITIL processes.

Core Competencies to be Successful:

• Technical competency
• High degree of initiative
• Follow through
• Business acumen
• Achieve quality results
• Communication
• Results oriented
• Professional and emotional maturity
• Customer/quality focus
• Attention to detail and quality
• Planning and organization
• Knowledge and expertise
• Teamwork/collaboration

Qualifications:

• College diploma or university degree in the field of computer science, information sciences, or related field and/or 5-10 years equivalent work experience.
• 3-5 years’ experience in a technical environment.
• Microsoft MCDST certification OR passing grade in equivalent ElementK or approved LMS courses preferred
• Microsoft Certifications  (MCSA, MCSE, MCTS, or MCITP) and Lenovo certifications preferred
• ITIL, Comp TIA A+ OR passing grade in ElementK or approved LMS equivalent courses required. Comp TIA Security+ and Convergence+ is a plus.
• 4-6 years of experience with computer hardware, including hard drives, memory, mother boards, etc.
• PC fundamentals and 5-8 years of experience supporting desktop application software, including Microsoft Office, Citrix/RDS, Antivirus, VPN client, and an enterprise email client.
• 6-8 experience with desktop and server operating systems, such as Windows 2000/03/08 and Windows XP/Vista/7.
• 4-6 years of experience working with Active Directory.
• Working knowledge and/or 6 - 8 years of experience utilizing a range of diagnostic utilities, including Lenovo System Utilities preferred.
• Proven track record of meeting Service Level Agreements and  ITSM deliverables
• Ability to work properly with other team members and subordinates.
• Understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information and computer technologies quickly.
• Ability to present ideas in user-friendly language to end users.
• Keen attention to detail.
• Proven to have the in-depth analytical and problem-solving abilities and be able to identify and resolve PC hardware/software problems in a quick and efficient manner using all available resources.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be well organized with a demonstrated ability to manage multiple priorities in a fast paced and changing environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented and collaborative environment.
• Must be willing to work overtime, on-call and weekends as needed.
•  MS SCCM/SMS administration, Exchange/Outlook troubleshooting and Citrix administration experience a plus.
• Working knowledge of Dell and Lenovo Hardware and printer repair experience a plus.
• Experience with Macintosh, iPad, iPhone devices and Mobile Device Management software
• Possess basic networking concepts knowledge and experience with the use of an ITSM trouble ticketing system
• Some commercial travel required

ADA Physical/Mental/Workplace Requirements:

• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Sitting, working at desk/personal computer for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Primary work environment is professional corporate office.
• Ability to travel as required.
• Additional working hours as required.