Help Desk Technician Job at Loram (Hamel)

Job Description

The role of the Help Desk Technician resources at Loram is the first line of support for business partners within the company. The team manages all user-based support and will work with level 2 support resources when required. The role of the Help Desk Technician is to manage support including implementation, new user setup, licensing, availability, reliability, performance, monitoring, maintenance, upgrades, and security profiles. This position must be able to work with very little supervision in a fast-paced environment. As a Help Desk Technician, which is part of a global help desk team, you will be providing support for the entire company. This position will create knowledgebase articles and document processes for the team and has a significant role in maintaining business continuity.

Job Responsibility

Maintain all aspects of laptops, desktops, mobile devices, tablets, licensing, and standard related software for end users
Maintain corporate print service/maintenance contracts and assist with repairs as needed
Manage user accounts and access in Active Directory, Exchange Admin Center and Microsoft 365 Admin Center
Provide support for executive office and conference room AV systems
Load/Update the operating system, BIOS, and application software of corporate computers as required
Assist with deployment of specialized software as needed. Serve as a backup to other applications as required
Maintain an up-to-date inventory of IT resources and supplies
Respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs
Respond to helpdesk tickets as assigned keeping users informed as to progress
updates and closes IT tickets accordingly. Acts as co-administrator for the ticketing system

Requirements

Strong working knowledge of Computer Hardware, Windows 10+, standard MSO 365 business applications, and other software support
A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task, and meet deadlines
Ability to communicate effectively with staff on all levels within Loram
An open attitude toward learning and ability to work remotely when needed
Excellent verbal and written communication skills
A disciplined work ethic and advocate for Loram management's mission and vision
Ability to lead large work volumes, show flexibility, and adapt easily to change

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Help Desk Technician

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