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Desktop Tech II


This is a Contract position in Terrebonne, QC posted September 14, 2021.

Job Description Seeking a team player to join our PMO team to support end users on a variety of issues.

As a Desktop Tech II you’ll be required to support our field techs as well as the Service Desk second level support and provide technical coaching and training as things change in the environment.

Responds to telephone calls, email and personnel requests for technical support.

Activities include recognition, research, isolation, resolution, and follow-up.

Over time will be required at times as we support Shell Canada 724365 across all time zones.

Experience with this account is an asset.

● Assisting L1’s with escalations and technical questions.

Provide technical coaching and training as things change in the environment
● Resolves Level 1 and Level 2 issues.

Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution(L3)
● Provide First level technical support through phone, email, chat and desk side support to resolve technical end user service and support requests
● Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
● Follow-up with end users to provide status updates as per service level guidelines(SLA’s)
● Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
● Communicates with customers at all levels of technical and non-technical skills sets
● Follow all standard operating procedures (SOP) through the effective use of Knowledge management
● Work collaboratively with people across the organization
● Support for PCs, laptops, printers, cell phones, and tablets etc.

● Support end users in their use of applications such as Windows 10, Microsoft Office, ERP, VPN, Citrix, and MDM (mobile device management) including install, modification and repair
● Experience using ITSM Ticketing tools (e.g.

Service Now, Remedy) or similar ticketing systems to manage and track incidents
● Preferred, not required: Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school
● Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A, Network , Server and Security certifications and/or Microsoft Certified IT Professional (MCITP))
● Sound understanding of customer support, operations, and processes
● Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
● Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
● Working knowledge of the Microsoft Office application suite including MS Outlook
● Experience with multi-platform Windows O/S required
● Active Directory, and Exchange preferred