IT Help Desk Specialist

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Company Name Mastronardi Produce Limited
Location Kingsville, ON, Canada
Date Posted April 26, 2017
Category Information Technology, Communications and Entertainment
Job Type Full-Time



Primary Function:
The Help Desk Support Specialist (Tier I + II) primary responsibility is to provide Tier I and II support to provide a high quality and responsive deskside support service to the company’s end-user community. This specialist role ensures that the company’s end-users can accomplish any business computing tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Primary Responsibilities:
Operational Management
• Provides guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
• Build rapport with help desk customers and Mastronardi Produce business computing end-user community.
• Set-up IT requirements for all company events.
• Respond to telephone calls (both during business hours and after hours as required), email and help desk requests for technical support on time with a positive outlook and sense of priority.
• Work closely with executive management team to make sure problems are solved to their satisfaction.
• Act as an escalation point for advanced or difficult help requests to IT

Operations / Management.
• Escalate problems (when required) to the IT Helpdesk Manager.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution using the helpdesk tracking system.
• Troubleshoot tickets on a regional level, across Canada and the USA and all remote sites.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution for both clients and IT staff.
• Perform hands-on fixes at the desktop/laptop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Apply diagnostic utilities to aid in troubleshooting.
• Maintain data integrity and system security for the desktop environment including installation of all anti-virus software and ensure virus definitions are up-to-date.
• Maintain and review stock level of equipment and accessories needed by the business.
• Perform any preventative maintenance on PC’s, printers, RFID equipment, radio equipment, etc. used by the business for normal operation.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with help desk customers to ensure satisfaction
• Develop help sheets and FAQ lists for end users and IT Team.
• Promote and communicate IT standards and procedures to business.
• Reinforce SLAs to manage end-user expectations.
• Provide assistance to other locations as needed.
• Carry a company issued smart phone for after-hours support as required.
• Other duties and special projects as assigned.

Strategy & Planning
• Assist in maintaining and updating IT incident & tracking software system and IT incident policy/procedures.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

Acquisition & Deployment
• Assist in IT asset tracking & management of computers and peripherals, and telephony equipment
• Assist in setup and imaging of new computers
• Assist in software releases and PC Refresh roll-outs according to company’s

IT Management best practices.
• Interface with application vendors as needed to resolve specialized issues
Job applicants should possess the following:
• Knowledge of advanced computer hardware, including desktop/laptops, printers/copiers (TEC, HP, Zebra, Cannon, Ricoh, etc.)
• Experience with desktop applications, desktop operating systems and server operating systems, including Microsoft Office, Windows operating system, and Exchange.
• Extensive application support experience with Microsoft Office Suite, Microsoft Terminal Services (RDP), and various PC software.
• Working knowledge of a range of PC diagnostic utilities, Microsoft Terminal Services (RDP), Blackberry, IPhone (Smart Phones), Video Surveillance and supporting antivirus system.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Fluent English and strong written and oral communication language skills.
• Industry certification (e.g. MCP, MCDST, A+, etc.) preferred.
• Experience with Cat 5/6 structured cabling is a plus

Personal Attributes & Communication
• Ability to conduct research into a wide range of IT computing issues and products is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly and technical language.
• Highly self-motivated, self-directed and keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment
• Excellent written, oral and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Maintain high level of confidentiality with company information.

Position Requirements:
• Bachelor’s degree in the Computer Science, Information Systems, or related field of computer science and 5 to 8 years related work experience.
• 3 to 5 years equivalent work experience as a Help Desk Technical Specialist (Level I and II)
• Proven experience in IT Help Desk support and end-user satisfaction
• Demonstrated ability to apply IT in solving business problems and be resourceful.

Working Conditions:
• Work schedule: Monday through Friday 8:00 a.m. - 5:00 p.m. and alternating Saturday on-call coverage (40-hours on-site work week.) based on location.
• On-call and after-hours availability.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Cabling experience a plus.
• Will be expected to appropriately handle stressful situations, multi-tasking, and critical deadlines
• Lifting and transporting of moderately heavy objects approx. 50 lbs., such as computers and peripherals.

Please note: Mastronardi Produce has accommodation processes and policies in place and provides accommodation for employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resource office so that arrangements can be made for the appropriate accommodation to be put into place.

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