Deskside Support Specialist
Deskside Support Specialist
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Job Description
We are seeking a highly skilled and customer-focused Deskside Support Specialist to join our End User Computing (EUC) team. This role is responsible for delivering responsive high-quality technical support to employees including VIP users across multiple communication channels. The ideal candidate will bring strong troubleshooting expertise professionalism and a commitment to excellent service delivery.
Key Responsibilities
Monitor multiple intake channels (phone calls texts emails Slack ServiceNow) and respond promptly to user requests.
Deliver in-person and remote support to executive and VIP users ensuring rapid resolution or appropriate escalation.
Troubleshoot hardware software and connectivity issues on desktops laptops (Windows and macOS) mobile devices and peripherals.
Perform installation configuration repair and servicing of computers and related systems both onsite and remotely.
Manage new laptop/desktop imaging deployment and authorized software installation.
Track and document incidents and service requests using ServiceNow or similar ITSM platforms.
Support end-users during hardware lifecycle processes including provisioning upgrades and international travel device readiness.
Participate in IMAC (Installs Moves Adds Changes) activities and coordinate tech refreshes and deployments.
Support audiovisual (AV) conferencing tools meeting room technology and live-streamed meetings.
Ensure adherence to IT security privacy and data protection policies.
Collaborate with cross-functional IT teams to continuously improve service delivery and user satisfaction.
Conduct asset management tasks: inventory tracking asset tagging and compliance across the IT lifecycle.
Perform password resets account administration and general user access support.
Assist with depot operations including hardware replacement configuration and shipment coordination.
Requirements
- Bachelor s degree in Computer Science Information Technology or a related field.(Alternatively 2 additional years of relevant IT experience may be considered.)
3 to 5 years of experience in a Deskside Support role including at least 3 years of face-to-face user support.
3 years of hands-on support experience for both macOS and Windows platforms.
Solid understanding of basic networking concepts including VLANs DHCP and DNS.
Proficiency in using tools such as Active Directory SCCM JAMF Nexthink and ServiceNow.
Strong troubleshooting skills in hardware diagnostics software support and reimaging.
Fluent French speaker (local language proficiency required).
Business-level proficiency in English (written and verbal).
Familiarity with ITIL frameworks and ITSM best practices is a strong advantage.
Preferred Traits
Strong interpersonal and communication skills especially with non-technical users.
High degree of professionalism in handling sensitive or executive-level support.
Organized self-driven and able to manage time and tasks in a fast-paced environment.
Willingness to handle physical aspects of the role including moving IT hardware.
Benefits
Compensation
$5000 CAD per month. Monday to Friday
We are seeking a highly capable and customer-focused IT Support Specialist to join our End User Computing (EUC) team in Canada. This role requires a proactive professional who can deliver outstanding technical support through multiple channels while ensuring high user satisfaction especially for executive and VIP users. Note: Candidates must be legally authorized to work in Canada. Visa sponsorship is not available for this role. Key Responsibilities Monitor multiple intake channels (phone, email, Slack, ServiceNow) and respond swiftly to user support requests. Deliver deskside and remote support to employees and VIPs, troubleshooting and resolving issues efficiently. Install, configure, maintain, and repair computers, peripherals, and mobile devices (Windows/macOS). Image and deploy laptops/desktops and install authorized software packages. Log and track all incidents using ServiceNow or other ITSM systems, maintaining detailed documentation. Support AV/VC systems for conference rooms and streaming live meetings. Provide technical assistance in IT asset lifecycle processes, including IMAC and technology refreshes. Assist with depot operations: hardware replacement, setup, and shipment. Perform inventory control and asset tagging, ensuring compliance with asset management protocols. Support password resets, account access issues, and enterprise software usage. Maintain adherence to all data privacy, security, and confidentiality policies. Collaborate with cross-functional IT teams to enhance service delivery and user satisfaction.
Education
Bachelor s degree in Computer Science, Information Technology, or a related field. (Alternatively, 2+ additional years of relevant IT experience may be considered.) 3 to 5 years of experience in a Deskside Support role, including at least 3 years of face-to-face user support. 3+ years of hands-on support experience for both macOS and Windows platforms. Solid understanding of basic networking concepts including VLANs, DHCP, and DNS. Proficiency in using tools such as Active Directory, SCCM, J
Employment Type
Full Time
