Reporting To: IT Service Desk Supervisor

Key Accountabilities

• Demonstrate safe work and environmentally sound behaviours at all times in support of Toromont’s Health and Safety Policy, Programs and initiatives
• Provide timely resolutions for user requests and create tickets through Service Pro
• Analyze technology issues with detailed information
• Provide DBS and network administration support ie unlocking and resetting accounts
• Provide support to mobile device users ie set up, upgrades, repairs, etc.
• Troubleshoot and repair customer hardware and software
• Determine first level issues by using automated Help Desk software tools for resolution
• Escalate software/hardware unresolved problems to the appropriate level of support
• Perform follow up on resolution actions to confirm resolution with customers
• Maintain user/issue databases and support documentation
• Participate in hardware/software testing, implementation and other assignments as required
• Execute shipping/receiving and recycling of IT computer equipment and accessories
• Perform after hours/on-call rotations and some travel required

Key Qualifications

• Post-Secondary Education focused in Computer Technology and 2+ years experience in general I.T. Services
• Safety conscious with a solid understanding of personal computers, printers and other accessories
• Highly developed knowledge of Windows operating environment and related utility software
• Proficient with mobile devices and tablets including experience with Smart Phones
• Knowledge of Cat Software including SIS and ET would be an asset
• Experienced with Service Pro software tools including i.e. PC Anywhere and HelpSTAR
• Exposure to LAN/WAN Technologies
• Customer centric with superior communication and interpersonal skills 
• Analytical with attention to detail and aptitude for learning software quickly with minimum instruction
• Effective time-management and planning with the ability to quickly adapt to multiple and often changing schedules and priorities
• Organized with the ability to maintain a high level of customer service in a fast paced deadline driven environment
• Positive team player and proactive in delivering results with a sense of urgency
• Process improvement mindset with strong problem solving abilities
• Self-motivated with strong initiative, high integrity and the ability to make independent decisions
• Willing and able to work on call and after hours rotations with some travel involved
• A valid Ontario Driver's Licence and clean Driver's Abstract