Jr. Desktop Support Technician to be a first point of contact for incoming support requests to the IT service desk, from ticket creation to close

Our client is looking for a Jr. Desktop Support Technician to be a first point of contact for incoming support requests to the IT service desk, from ticket creation to close.

Permanent; Onsite 5 days/week in Abbotsford.

Must Haves:

• 2+ years of experience in a Help Desk
• Knowledge of computer hardware or peripheral device setup and configuration.
• Experience with desktop and server operating systems.
• Experience in diagnosing technical issues throughout the Open Systems Interconnection (OSI) model.

Nice to Haves:

• Extensive experience with Azure and AWS cloud environments, as well as Windows Server and other Microsoft Server applications.
• Proficient in cloud solutions, particularly with Azure and Amazon Web Services (AWS).
• Strong experience in Azure SQL / SQL Server performance tuning and best practices, and familiarity with AWS database services.
• Proficient in PowerShell scripting and familiar with error logging analysis tools.
• Experience with Intune management and backup technologies such as Veeam.

Responsibilities:

• Assume first point of contact for incoming support requests to the IT service desk.
• Follow best practices for IT service desk from ticket creation to close including the addition of technical notes and developing SOPs or FAQs when required.
• Provide feedback on processes and make recommendations on areas to improve.
• Technical assistance for hardware, software, networks, and Operating System issues as necessary.
• Installations or replacements of PCs, telephone handsets or other peripheral components such as printers, keyboards and monitors, tablets, and smartphones.
• Support onboarding and offboarding process for new hires or exiting staff.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Confers with system administrators or vendor support staff to reach resolutions.
• Research solutions through internal and external knowledgebase as needed.
• Regular follow-ups with users (company staff).