Job Postings

Desktop Support

Troubleshoot computer hardware and software applications for customers and deliver basic training
to end-users. This includes prioritizing, documenting, resolving and following up on end user help
requests. Problem resolution will require in-person, hands-on help at the desktop level and may involve
the use of diagnostic and help request tracking tools.

Requirements:

• Strong interpersonal skills with a focus on customer service
• BBA or BS in Information Systems; other post-secondary education or relevant experience
• Application support experience
• Desktop operating systems experience, including Windows 7, Windows XP, (server operating systems
experience considered a plus, Server 2008, Server 2003)
• Working knowledge of personal computer software packages (e.g. Microsoft
• Basic understanding of computer information systems, telecommunications and other IT related
concepts
• Strong communications skills; oral and written
• Demonstrated problem solving and analytical skills

Responsibilities:

Communication, Technology, and Application Infrastructure
• Prioritize, respond and follow up on IT requests
• Perform fixes at the desktop level, including installing and upgrading software, installing hardware,
implementing file backups, and configuring systems and applications
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked
peripheral devices, and networking hardware products
• Install, configure, test, maintain, monitor, and troubleshoot server backups
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
• Collaborate with other members of the Technical Support team to analyze and respond to technical
problems and participate in cross-training sessions
• Communicate software problems and issues to software development and support teams

Information Management
• Record, track, and document the help desk request problem-solving process through to final resolution
• Contribute to the documentation of technical requirements and specifications
• Undertake research analysis as requested