Co-op Service Desk Technician - On-site

Info-Tech Research Group is the world’s fastest growing information technology research and advisory company, proudly serving over 30,000 IT professionals worldwide. We produce unbiased and highly relevant IT research to help CIOs make strategic, timely and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations. 

We are looking for a strong Service Desk Technician Co-op to join our team starting in May 6 until August 23, 2024. Please ensure that you are legally eligible to work as a co-op.

Major Responsibilities:

• Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal
• Prioritize incidents and service requests within target SLA’s
• Record detailed information into Service Desk ticketing system
• Provide support for laptops, printers and peripheral devices including providing hardware and software setup, support
• Completes Access requests, password resets.
• Maintain technical documentation via solution library
• Maintain hardware asset management and software licensing
• Provide support for meeting room and audio-visual systems on-premises
• Escalate to Intermediate support as required
• Other duties as assigned by the Manager

Education and Experience

• College/University diploma/degree in progress in related field (Computer Systems not development/testing)

• Customer service experience preferred.
• Interest in working with technology (independent work)

Skills

• Fluent in spoken and written English
• Strong written and verbal communication skills
• Strong documentation skills with desire to understand and follow process
• Ability to recognize and prioritize critical incidents in a fast-paced environment
• Working knowledge of O365 administration, Active Directory, Azure AD
• Application support experience with Microsoft Productivity Suite
• Excellent problem-solving skills
• Experience with Windows 10/11 and macOS
• Mobile device support – Android and iOS
• General understanding of network devices; routers, switches, and access points

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.