Service Desk Technician

<span style="font-weight: 400;">Work on bleeding edge technologies as you help our clients with daily support. Joining us now is a chance to take a step up in your career and develop your skills as you take on new challenges everyday.&nbsp;</span>

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

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Entry Level

Overview: <p><strong>The opportunity</strong></p> <p><span style="font-weight: 400;">Chartered Professional Accountants of Ontario is looking for a well spoken, customer service focused, technology-savvy </span><strong>Service Desk Technician</strong><span style="font-weight: 400;"> to join their team. Reporting to the Service Desk Supervisor, this is an opportunity to join a scaling, non-profit organization that </span><span style="font-weight: 400;">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. </span><span style="font-weight: 400;">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 mobile phones, networking, system access, servers and desktop issues. </span></p> <p><strong>Who you are</strong></p> <p><span style="font-weight: 400;">You have a couple of 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.</span></p> <p><strong>What&rsquo;s in it for you</strong></p> <p><em><span style="font-weight: 400;">The chance to learn. </span></em><span style="font-weight: 400;">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.</span></p> <p><em><span style="font-weight: 400;">The opportunity to work with an elite team.</span></em><span style="font-weight: 400;"> 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.</span></p>
Responsibilities: <p><strong>What you will do:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Prioritize high-touch customer support.</span></li> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide outstanding, empathetic and timely problem resolution to internal customers.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provides immediate assistance to the user&rsquo;s issues by responding to calls, emails and tickets.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Research questions and advise the user of appropriate action.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Follow up with users to keep them apprised of their ticket status and ensure their understanding of resolutions so tickets can be closed.</span></li> </ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Log all Service Desk interactions, following standard procedures.</span></li> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Use SA Manage to create, manage and close tickets for all requests.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Escalate or redirect problems that cannot be resolved to appropriate technical resource for resolution, assigning priority flags.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Track and monitor all problems to ensure a timely resolution.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Analyze tickets and provide regular reporting on in-progress and completed tickets.</span></li> </ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Mobile device support. Install, configure, and troubleshoot devices.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Track inventory. Ensures that equipment is adequately signed out when it is deployed and is accounted for when it is returned.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Manage access. Add, change and terminate access to network resources through file/folder management via group creation, share restrictions, security lists and other means.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Document. Create and update Service Desk procedural documentation.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">PC support. Install operating systems and software; patch systems and protect against viruses/malware. Install and configure new desktops and laptops.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></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 style="font-weight: 400;"><span style="font-weight: 400;">The experience. You have a couple of years of customer-service. You know how to work with people who are under pressure and deadlines. You have experience balancing multiple priorities under time constraints. Your attention to detail cannot be beaten.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">The interpersonal capabilities. Your communication skills - written and verbal- are outstanding. You are comfortable talking to people at any level. You know how to explain complicated technical solutions in easy-to-understand language. You are patient and empathetic. A professional at all levels, you are a customer-service focused individual.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">The problem-solving skills. You are driven to dig into complex issues to develop a solution - &nbsp;researching when necessary and testing options. You are highly analytical, logical and organized.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">The technical knowledge. You are continuously seeking new information on technology. You are familiar with: Windows 7/10 operating system and associated hardware; Microsoft Office 365 Business Suite; iOS and Android mobile systems and business security systems including McAfee.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">The server experience. You can fully engage with and administrate a Windows Server system as well as Cisco and HP networking systems.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">The bonus skills. You have familiarity with Salesforce and AVAYA phone systems.</span></li> </ul> <p><strong>About the Chartered Professional Accountants of Ontario</strong><span style="font-weight: 400;"><br /></span><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;"><br /></span><span style="font-weight: 400;">To express your interest in this opportunity, apply here.<br /></span><span style="font-weight: 400;"><br /></span><span style="font-weight: 400;">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.</span><span style="font-weight: 400;"><br /><br /></span></p>