Help Desk Technician II

PC Repair, ITIL, Project Management, SCCM, Azure, AWS, Linux, Microsoft
Full Time
Depends on Experience

Job Description



Are you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day. 


Let’s inspire healthier lives, together.


Are you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day. Let’s inspire healthier lives, together.


Job Description

As part of IT infrastructure team, the Helpdesk Technician will be the face of IT Service for all Evident employees in Americas, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective. Expected high standard customer service and problem resolution, this person will be the bridge between customer and internal IT teams. Manage inventory of IT hardware, accessories, and supply for replacement of damaged or end-of-life device. Ensure tracking of clients’ application license renewal is on schedule and maintain budget with his management. The Technician will also support the network team with basic tasks that require physical presence onsite. (like installing patch cords, for example)


Job Duties

* Act as a liaison between business stakeholders, IT experts, and external service providers.

* Build strong relationships with clients that are fostered by gathering customer feedback in real time.

* Respond to incoming requests for help (telephone, voicemail, email, in person) from users experiencing computer problems, assess and prioritize them.

* Escalate problems (when required) to the team leader.

* Record, track and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

* Apply diagnostic utilities to aid in troubleshooting.

* Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

* Collaborating with management to reinforce SLAs to manage end-user expectations.

* Common tasks include: Creating new user accounts, Active Directory management, imaging computers, configuring desktops, installing printers for users, installing common software, virus cleaning, install and maintain videoconference, and basic user help.

* Assist network team with basic day to day request for the network and servers. * Act as a change agent, ensuring proper communication with all stakeholders about new hardware/software/application and business processes changes.


Job Requirements


* Associate’s degree or equivalent from two-year College or technical school; 4+ years of related experience and/or training; or equivalent combination of education or experience.

* Microsoft Office/Outlook 0365 system experience.

* Microsoft Windows 10 system experience.

* PC Repair experience.

* Familiar with supporting imaging software (such as SCCM, Auto-Pilote).

* Knowledge of one or more of the following products: Windows Server, Linux, Vmware, Azure, AWS.

* Excellent written and oral communication skills. Ability to convey complex concepts in a clear and informative manner.

* Excellent listening and interpersonal communication skills.

* Highly motivated, independent, and autonomous. Must have excellent reasoning skills and be detail-oriented..

* Ability to prioritize tasks and assignments, and work well under pressure.

* Experience working in an environment conducive to team work and cooperation.

* Must have a strong customer service focus.

* Occasional work travel, particularly within, but not limited to North America.

* Must be eligible for ITAR clearance.


* ITIL experience could be an asset.

* Project Management experience could be an asset.

Dice Id : 91135018
Position Id : 826
Originally Posted : 2 months ago
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