Service Desk Technician

Chartered Professional Accountants of Ontario is looking for a well spoken, customer service focused, technology-savvy Service Desk Technician with specific focus on support and training in Office 365. 

Toronto, ON

Chartered Professional Accountants of Ontario

CPA Ontario protects the public interest by ensuring its members meet the highest standards of integrity and expertise. CPA Ontario serves and supports its more than 89,000 members and 19,000 students in their qualification and professional development in a wide range of senior positions in public accounting, business, finance, government, not-for-profits and academe. Chartered Professional Accountants are valued by organizations of all types and sizes for their financial expertise, strategic thinking, business insight, management skills and leadership. http://www.cpaontario.ca

keywords: who we are,the opportunity,who you are,what's in it for you,office 365 champion,general help desk responsibilities,the experience,the interpersonal capabilities,the problem-solving skills,the server experience,the bonus skills

Entry Level

Overview: <p><strong>The opportunity</strong></p> <p>Chartered Professional Accountants of Ontario is looking for a well spoken, customer service focused, technology-savvy Service Desk Technician with specific focus on support and training in Office 365.&nbsp;<br />Reporting to the Infrastructure Manager, this is an opportunity to join a scaling, non-profit organization that serves and supports its more than 89,000 members and 19,000 students in their qualification and professional development in a wide range of senior positions in public accounting, business, finance, government and not-for-profit. It&rsquo;s a chance to be part of a support team that works regular business hours and balances calls, emails and hands-on work solving problems around Microsoft Office 365, providing training on the software to internal and external users.</p> <p><strong>Who you are</strong></p> <p>You have a five years of experience in a customer-facing support role during school or currently. You quickly learn new technologies and you are driven to find solutions. You are passionate about helping people understand technology and translating technical language to a non-technical audience. An excellent communicator, you believe in focusing on the customer experience. You take pride in your work and it shows in the dedication, approach, detail and care you put into everything you do. You want to join a company where you can grow your career.</p> <p><strong>What&rsquo;s in it for you</strong></p> <p><em>The chance to learn and to inspire.</em>&nbsp;This is a change-focused environment. You will face new challenges on a daily basis, be given the opportunity to learn and work with cutting-edge technology and take the next steps in your career.</p> <p><em>The opportunity to work with an elite team.</em>&nbsp;We are on the smaller side of a mid-sized organization. That means, a chance to work closely and collaboratively across teams and to develop a deep understanding of our client&rsquo;s technologies, systems and processes. It also means getting a chance to know the people on the other end of a support call or email.</p>
Responsibilities: <p><strong>What you will do:</strong></p> <p><strong>Office 365 Champion</strong></p> <ul> <li>Responsible for ownership and management of Office 365 (70%)</li> <li>Responsible for ownership of determining and documenting best practises for Office 365</li> <li>Responding to Office 365 service requests tickets and escalations</li> <li>Prioritize high-touch customer support for Office 365 applications</li> <li>Provide Office 365 back-end support</li> <li>Configuring and setting-up the back-end Administrative Portal of Office 365</li> <li>Responsible for creating curriculum and training materials for end users for Office 365.</li> <li>Responsible for delivering and educating end users on best practices and functionality of all Office 365 applications to individuals, small and large groups</li> <li>Delivering scheduled training sessions on the variety of topics related to using Office 365 suite of products&nbsp;<br />&nbsp;</li> </ul> <p><strong>General Help Desk Responsibilities</strong></p> <ul> <li>Work closely with the Help Desk team and provide help with help desk-related requests (30%)</li> <li>Provide outstanding, empathetic and timely problem resolution to internal customers <ul> <li>Provide immediate assistance to the user&rsquo;s issues by responding to calls, emails and tickets.</li> <li>Research questions and advise the user of appropriate action.</li> <li>Follow up with users to keep them apprised of their ticket status and ensure their understanding of resolutions so tickets can be closed.</li> <li>Track and monitor all problems to ensure a timely resolution.</li> <li>Analyze tickets and provide regular reporting on in-progress and completed tickets</li> </ul> </li> <li>Log all Service Desk interactions, following standard procedures. <ul> <li>Use SA Manage to create, manage and close tickets for all requests.</li> <li>Escalate or redirect problems that cannot be resolved to the appropriate technical resource for resolution, assigning priority flags.</li> </ul> </li> <li>Mobile device support. Install, configure, and troubleshoot devices.</li> <li>Track inventory. Ensure that equipment is adequately signed out when it is deployed and is accounted for when it is returned.</li> <li>Manage access. Add, change and terminate access to network resources through file/folder management via group creation, share restrictions, security lists and other means.</li> <li>PC support. Install operating systems and software; patch systems and protect against viruses/malware. Install and configure new desktops and laptops.</li> <li>Participate in professional development. Attend seminars, training and professional meetings to keep up to date with developments in information technology. Train/cross-train co-workers in the IT Services Department when needed.</li> </ul>
Requirements: <p><strong>So, how do we know you are the new Service Desk Technician for us? You have:</strong></p> <ul> <li>The experience. <ul> <li>You are Microsoft Office 365 expert with at least 3-4 years of experience providing support, configuration and setup of Office 365.</li> </ul> </li> <li>You have at least 5 years of experience help desk IT support. &nbsp;</li> <li>Extensive experience working in a customer service environment. <ul> <li>You know how to work with people who are under pressure and deadlines.</li> <li>You have experience balancing multiple priorities under time constraints.</li> <li>Your attention to detail cannot be beaten.</li> </ul> </li> <li>The interpersonal capabilities. <ul> <li>Your communication skills - written and verbal - are outstanding.</li> <li>You are comfortable talking to people at any level. You know how to explain complicated technical solutions in easy-to-understand language.</li> <li>You are patient and empathetic. A professional at all levels, you are a customer-service focused individual.</li> </ul> </li> <li>The problem-solving skills. <ul> <li>You are driven to dig into complex issues to develop a solution - researching when necessary and testing options. You are highly analytical, logical and organized.</li> </ul> </li> <li>The server experience. You can fully engage with and administrate a Windows Server system as well as Cisco and HP networking systems.</li> <li>The bonus skills. You have familiarity with Salesforce and AVAYA phone systems.</li> </ul> <p><strong>About the Chartered Professional Accountants of Ontario</strong></p> <p>CPA Ontario protects the public interest by ensuring its members meet the highest standards of integrity and expertise. CPA Ontario serves and supports its more than 89,000 members and 19,000 students in their qualification and professional development in a wide range of senior positions in public accounting, business, finance, government, not-for-profits and academe. Chartered Professional Accountants are valued by organizations of all types and sizes for their financial expertise, strategic thinking, business insight, management skills and leadership. For information on the CPA profession, visit cpaontario.ca.</p> <p>To express your interest in this opportunity, apply here.</p> <p>CPA Ontario is an inclusive employer. Accommodation is available under the Ontario Human Rights Code. If you require a disability-related accommodation to participate in the recruitment process, please email accessibility@cpaontario.ca with &ldquo;Accommodation Required&rdquo; in the subject line to provide your contact information.</p>