Desktop Support Specialist

Montreal

Hybrid (2 days a week in office)

We have partnered with a Canadian-based marketing agency that is part of an independent Network of Agencies strategically located across the world to provide global reach and capabilities. They are looking for a Desktop Support Specialist to join their growing team.

As a Desktop Support Specialist you will be responsible for providing technical support, troubleshooting, and maintaining the desktop infrastructure across our organization. You will collaborate with various teams to ensure efficient desktop operations and deliver high-quality IT services to our employees.

Responsibilities

• Desktop Support: Provide first-level support for desktop-related issues, including hardware, software, and network connectivity problems (both onsite and offsite). Respond to customer inquiries in a timely and professional manner (regardless of the manner of contact and ensuring that all contact is accurately recorded), troubleshoot technical issues, and resolve problems to minimize downtime and disruptions.
• Desktop Infrastructure Management: Install, configure, and maintain desktop operating systems, applications, and software updates. Collaborate with the wider IT team to deploy standardized desktop images, security patches, and software packages. Ensure desktop systems are properly secured, backed up, and protected against malware and unauthorized access.
• Hardware and Peripheral Management: Manage the inventory of desktop hardware, including PCs, laptops, monitors, printers, and peripherals. Perform hardware installations, upgrades, repairs, and replacements as needed. Collaborate with vendors to resolve hardware-related issues and coordinate warranty repairs or replacements.
• User Training and Documentation: Develop user training materials and conduct training sessions to enhance end-users' technical skills and knowledge of desktop systems and applications. Create and maintain documentation, including standard operating procedures, user guides, and knowledge base articles, to facilitate self-service and assist users in troubleshooting common problems.
• Incident and Problem Management: Record and track incidents and service requests in the ticketing system. Prioritize and escalate issues when necessary, ensuring timely resolution and adherence to service-level agreements (SLAs). Conduct root cause analysis and implement preventive measures to address recurring problems and improve the overall stability of the desktop environment.
• Office Ownership: Ensuring that regular checks of the offices are conducted to ensure usability, stability and uniformity from a desk and meeting room perspective. Being responsible for the server rooms, including responding to alerts, keeping the rooms tidy and assisting with commissioning and decommissioning servers.
• Collaboration and Communication: Collaborate with cross-functional teams, including network administrators, system administrators, and application support teams, to resolve complex technical issues and ensure seamless integration between desktop systems and other IT infrastructure components. Communicate effectively with end-users, providing clear and concise instructions and updates regarding ongoing support activities.

Qualifications

• Proven experience as a Desktop Support or in a similar technical support role.
• Proficiency in supporting and troubleshooting Windows and macOS operating systems.
• Strong knowledge of desktop hardware, software applications, and peripheral devices.
• Familiarity with desktop management tools, such as Active Directory, SCCM or similar.
• Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.
• Experience with virtual desktop infrastructure (VDI) and remote desktop solutions is a plus
• Understanding of ITIL principles and best practices in incident and problem management.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.
• Strong communication and interpersonal skills to effectively collaborate with end-users and IT teams.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong customer service orientation and the ability to communicate technical concepts to non-technical users.
• Effective time management and organizational skills to prioritize and handle multiple tasks simultaneously.
• IT certifications, such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar, are a plus
• Availability to work on weekends

The company offers personalized medical care, medical emergency coverage, flex transportation and meal vouchers and much more!

If this sounds like the ideal position for you then apply today with an English version of your CV!

Our client is committed to fostering a workplace that prioritizes inclusion, respect, and equal opportunity for all. We encourage applications from women, Indigenous peoples, racialized individuals, people with disabilities, those of diverse sexual orientations or gender identities, individuals from diverse socio-economic backgrounds, newcomers, and those who can contribute to the richness of our community through their unique perspectives and lived experiences. We value diversity and believe it enhances the growth and success of our organization. All qualified applicants are welcome to apply; however, preference may be given to Canadian citizens and permanent residents.