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CONMED: It Support Specialist – Tech 1

CONMED

This is a Contract position in Montreal, QC posted February 22, 2021.

Purpose:The Tech I IT Support Specialist is a key member in a Global IT support team in which they provide first level support of the day-to-day activities of users, perform system maintenance, documentation of systems and deployment of IT solutions.

The technician will provide support for IT technology that will cover a wide array of competencies.

Duties include but are not limited to system troubleshooting, remote access solution support, hardware and software management, and lifecycle management.

Technician will be required to complete and close tickets assigned to them.Key Duties and Responsibilities: Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.May prepare help desk incident reports and assist in hardware and software evaluation.Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents toother support teams where necessary.To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner utilizing phone, chat, email, etc.

in the communication process.To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests.To accurately record, update and document requests using the IT service desk system.Meet SLA requirements established for response time and ability to complete and incident for CONMED users.In addition to the main responsibilities listed above, the manager may use discretion to add further duties and tasks based on the business needs which are not explicitly listed above.Essential Physical Requirement for the job (must be able to lift 50 pounds, sit/stand for 8 hours)Knowledge Requirements: Firm understanding of desktop hardware, diagnosing problems and ability to use diagnostic tools.VPN and/or VDI understanding.Basic network understanding and troubleshooting.Strong communication and customer service skills.Ability to thrive in a team atmosphere.Preferred:Experience providing technical support for the Microsoft Office suite, Windows, Active Directory and Office 365.Experience supporting both domestic and international users in a global organization.Windows Certifications – MCSA, CompTIA A or other related desktop certifications.ServiceNow platform experience.Education: Associates degree preferred.Experience:1-2 years of related experience in IT Help Desk and/or desktop support is preferred.