Helpdesk Technician at MRI Software

​POSITION OVERVIEW: 

• Provide internal users software and hardware support for their workstations, as well as account management support. Help desk technician will also work supporting company server and hardware infrastructure, software for this hardware, and other various enterprise level software’s utilized by the business.
• This position requires you to be in office full time - 08:30 - 17:00 

RESPONSIBILITIES:

• Prepare & manage laptops and tablets.
• Intune enrolment & preparation of hardware.
• Troubleshooting hardware issues with laptops and tablets.
• Troubleshooting software issues with laptops and tablets.
• Acting as an account admin for various software products.
• Assist with wi-fi network troubleshooting and account management.
• Troubleshoot internal network issues.
• Teams & AWS Connect telephony support.
• Project work.
• Internal audio visual setup, tear down and troubleshooting & maintenance.
• Hardware inventory maintenance.
• Hardware and asset procurement, inventory management & cost comparison.
• Corporate ticketing system monitoring.
• Serve as part of the on-call rotation.
• New user creation / staff separations.
• New user onboarding / offboarding.

TYPICAL DELIVERABLES:

• Provide live telephone support to internal user base.
• Provide ticket system support to internal user base.
• Provide email support to internal user base.
• Troubleshoot, document and solve basic hardware, software and connectivity issues independently.
• Read and reference internal knowledge base documentation to assist in troubleshooting issues.
• Follow rigorous checklists for task oriented work, such as workstation setup and account maintenance.
• Work independently or with a team on project oriented work.
• Provide high levels of customer service to internal clients.
• Learn new skills and actively develop toward a Help Desk Technician II.

KNOWLEDGE / BACKGROUND EXPERIENCE

• Minimum of 4 years’ experience (or equivalent) in a Help Desk role, system administrator role, or a software support analyst.
• Basic Windows OS experience including Microsoft and Apple operating systems.
• Basic Networking knowledge.
• Basic hardware knowledge including: laptops, desktops, servers, switches, and routers.
• Basic knowledge of Active Directory.
• Microsoft Office experience (Office 365 is a plus)
• Knowledge of cabling and termination standards and experience working with Cat 5, Cat 5e and Cat 6 fibre terminations.
• Experience with current Internet Technologies/ protocols (TCP/IP, XML, HTTP, HTTPS, SFTP, and Application Servers) a plus.
• Solid methodical troubleshooting skills.
• Customer Service experience.

TECHNICAL / FUNCTIONAL SKILLS

• Works independently and as a team member in a high performance 24/7 availability environment.
• Working level of Documentation Skills, document configurations, and project updates.
• Implements solutions within the context of higher-level requirements.
• Applies effective time management skills and can handle multiple tasks/projects effectively.
• Uses experience and seasoned judgment to suggest approaches that optimize among customer needs, business constraints and technological realities.
• Stays current with industry trends and standards as well as how to integrate these into the help desk service catalogue.
• Works effectively in a fast paced environment. Performs multiple tasks concurrently on tight timelines.
• Quickly gains basic understanding or working knowledge in new technical areas.
• Monitor, manage and resolve customer issues as well as coordinating service with customers; engage or escalates to vendors for service restitution as appropriate.