The Helpdesk Specialist will be responsible for providing exceptional customer service skills and technical support for Graybar Canada’s applications, systems and services. In addition, the Helpdesk Specialist serves as the first point of contact by providing information and help relating to company information for Graybar Canada’s end users and customers.
Responsibilities
Provide assessment, perform intermediate level technical troubleshooting and support, and where possible, provide resolution.
Provide remote assistance to end-users using TeamViewer or Windows Remote Assistance.
Provide technical support for Microsoft Windows, Microsoft Office, Apple iOS, Android, basic networking, and a wide range of apps and services.
Monitoring devices, operating systems, applications, and software update deployments using Microsoft Endpoint Manager and related tools.
Monitor daily backup tasks, report warnings or failures to appropriate business groups, and prepare tape backups for offsite pickup and delivery.
Provide support for ERP and related applications such as troubleshooting, report generation, account onboarding and offboarding, data entry, and training.
Develop and maintain administrative documentation.
Work with partners and consultants on escalated issues, contracts, or projects.
Enroll in technical training when and complete certifications when directed.
Proactively create or update of technical knowledge base articles using Atlassian Confluence.
Take ownership of escalated requests and issues and follow-up with end users to provide status updates.
Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures.
Participate in on-call schedule rotation (weekly, once every 6-8 weeks)Analyze systems and map processes using Microsoft Visio and related tools.
Work in a matrix environment, particularly in cross-functional teams across multiple lines of business, over whom there may be no direct authority.
Adhere to company policies and industry regulations.
Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives.
Diploma or degree with concentration in computer science or computer related courses.
Experience in technical customer support.
Excellent knowledge of Microsoft operating systems and applications.
Experience troubleshooting computer hardware issues Experience troubleshooting application and operating system issues.
Experience troubleshooting basic networking issues.
Experience with helpdesk management software, such as Jira Service Management, and other tools, to effectively lead, manage, monitor, and control helpdesk activities.
Graybar Canada 3600 Joseph Howe Halifax, Nova Scotia B3L4H7
Natalia Storr nstorr@graybarcanada.com Preferred Contact: Email, https://phf.tbe.taleo.net/phf03/ats/careers/v2/viewRequisition?org=GRAYBARCANADA&cws=42&rid=1691
