Onico Solutions

Exceptional IT Staffing

Technical Support / Deskside Support Analyst (Part Time)

The Technical Support / Deskside Support Analyst (Part Time) provides prompt, courteous and effective Level 2 technical and logistical support in order to maintain a high degree of satisfaction among company users.

RESPONSIBILITIES

Manage and process all IT Service Desk requests and incidents on a part time basis (approximately 20 – 30 hours/week):

    • Answer user requests, log them in the call pickup tool and analyze, document and resolve problems to users’ entire satisfaction
    • Assign open tickets to level 3
    • Provide close follow-up with users for the entire time the ticket is open
    • Ensure that user requests are handled according to established service criteria

Perform desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and according to established criteria:

    • Install computer hardware and software
    • Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and video conferencing
    • Ensure that workstations and peripherals are operational and optimally used

Participate in maintaining the company’s IT inventory:

  • Create and destroy user profiles and various types of access according to client needs
  • Manage the IT activities involved in employee arrivals, transfers, promotions and departures:
    • Work with Human Resources and managers to manage employee arrivals, transfers, promotions and departures and document them in the call pickup tool
    • Submit the appropriate forms to the manager, review the forms received from the manager and enter them in the call pickup tool
    • Initiate the UCMS process in the call pickup tool;

Provide daily follow-up on active UCMS tickets:

  • Document, analyze and continuously improve procedures, problems and their resolution
  • Participate in various projects
  • Provide advice to users
  • Provide backup to peer group during absences

EXPERIENCE

  • College diploma in computer science or equivalent
  • 5 years of experience at an IT service desk
  • In-depth knowledge of Microsoft Windows 7/10, Microsoft Office Suite and tools, desktop and laptop computers, iPhones, iPads, multifunction printers, video conferencing, the network environment (network implementation, support and management, LAN/WAN, TCP/IP protocol, router and switch management)
  • Knowledge of JD Edwards and Citrix software an asset
  • Knowledge of various call pickup tools, Citrix and Sharepoint an asset
  • Excellent troubleshooting and incident resolution skills

SKILLS

  • Strong communication skills
  • Good interpersonal skills, team player and contributor to a positive team dynamic
  • Ability to work under pressure; sense of urgency and customer service-oriented
  • Versatility, adaptability to new technologies and change
  • Strong organizational, priority management and multitasking skills; results-oriented
  • Motivated, creative, flexible, responsible and proactive
  • Availability to work between 9AM – 5PM from Monday to Friday, part time hours (20-30 hours per week)

This is a minimum 6 month part time contract role located in Vancouver, BC.