Wright Canada Holdings, Ltd.

Essential Job Duties:

• Deliver quality customer service in all interactions
• Identify, research, and resolve technical problems
• Document, track, and monitor issues to ensure timely resolution
• Provide hardware support for computers and/or mobile devices
• Complete assigned tickets and tasks within our corporate ticketing system
• Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices and apps, or other IT related items
• Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals
• Provide support for Windows/Mac/iOS devices including troubleshooting and in-depth diagnostics
• Reset passwords and/or multi-factor authentication and troubleshoot access management issues
• Prioritize tickets based on department guidelines of incidents first, service requests second and projects third and considers impact and urgency when determining priority within each category
• Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries
• Provide updates to users via voicemail, e-mail, text/chat, or in-person communication
• Verify that a technical document exists for all installations, problems, and issues and creates documentation in stances where no documentation exists
• Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies
• Provide daily technical and operational assistance with good judgement, attention to detail, persistence and timeliness
• Maintain subject matter expertise utilizing on the job training, continuing education, workshops, or vendor conferences
• Stay on top of current news and system information such as operating systems, problems, changes in the industry, and then formally sharing what has been learned
• Send emails, text messages, or other communications to update appropriate areas during service interruptions and monitor high priority after-hours tickets and follow-up, as required
• Support, actively participate, and act in accordance with Wright’s culture of safety and employee ownership
• Comply with applicable federal and provincial laws, rules, and regulations; maintains knowledge of and follows all company policies and procedures
• Maintain regular and punctual attendance at work and meetings

Other Duties:

• Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work
• Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates

Knowledge, Skills & Ability Requirements:

• Working knowledge of Microsoft and Apple based products
• Strong customer service, troubleshooting, and problem-solving skills
• Ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately
• Must be able to communicate with employees, both technical and non-technical, in a clear and precise manner
• Possess strong organizational skills, be detail oriented, and be able to multitask effectively
• Self-motivated, able to work independently, and be able to manage time effectively while assuring attention to details
• Must be able to maintain relationships, interact professionally, demonstrate patience and control when dealing with difficult situations, and be able to adapt to multiple demands and rapidly changing priorities
• Willingness to learn new tasks and tools quickly in a fast-paced learning environment
• Proven ability to search for and identify solutions to problems
• Must be able to work in a fast-paced environment with changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards
• Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with employees and vendors

Education, Certification & Experience Requirements:

• High school diploma or equivalent
• 1+ years of working experience in a Service Desk environment
• 1+ years of working experience with Microsoft products, including Windows 10 and Microsoft Office

Other Preferred Requirements:

• Undergraduate degree in MIS, Computer Science or equivalent is highly desired
• CompTIA A+ and Network+ certification is preferred