Desktop Support Specialist

Halifax, Nova Scotia

We have partnered with a Canadian-based marketing agency that is part of an independent Network of Agencies strategically located across the world to provide global reach and capabilities.

They are actively seeking a detail-oriented Desktop Engineer to join their dynamic IT team.

As a Desktop Engineer, you will play a pivotal role in ensuring the smooth operation of our desktop infrastructure. Collaborating with various teams, you'll deliver top-notch technical support and maintain an efficient desktop environment. This on-site role requires coverage five days a week, with occasional flexibility for planned support outside regular hours.

Their team is known for its customer-centric approach, strong technical expertise, and exceptional problem-solving skills.

Responsibilities

Customer Service

• Provide exceptional customer service by ensuring a positive experience for end users
• Communicate effectively, empathetically, and professionally in resolving incidents and requests

Desktop Support

• Provide customer focused support for desktop-related issues, both on-site and remote.
• Respond promptly to customer inquiries, troubleshoot technical problems, and minimize downtime.

Desktop Infrastructure Management

• Install, configure, and maintain desktop operating systems and applications.
• Collaborate with the IT team for standardized deployments and security measures.

Hardware and Peripheral Management

• Manage desktop hardware inventory, installations, upgrades, and repairs.
• Coordinate with vendors for hardware-related issues and warranty matters.

User Training and Documentation

• Develop training materials and conduct sessions to enhance end-users' technical skills.
• Create and maintain documentation for self-service and issue resolution.

Incident, Service Request, and Problem Management

• Record and track incidents and service requests, ensuring timely resolution and adherence to SLAs.
• Conduct root cause analysis and implement preventive measures for recurring issues.

Office Ownership

• Perform regular checks for office hardware usability, stability, and uniformity.
• Manage server rooms, respond to alerts, and assist with server commissioning and decommissioning.

Collaboration and Communication

• Work closely with cross-functional teams to resolve complex technical issues.
• Provide clear and concise communication to end-users on ongoing support activities.

Continuous Improvement & Documentation

• Contribute to the development of internal tools, processes, and documentation to streamline and standardize workflows.
• Stay current with industry trends, emerging web technologies, and best practices in digital marketing and design.
• Provide feedback and suggestions to the team lead and management on how to enhance and evolve our MarkOps capabilities.

Qualifications

• 2 – 3 years proven experience as a Desktop Engineer or in a similar technical support role.
• Proven experience in supporting Windows, macOS and Linux operating systems.
• Strong knowledge of desktop hardware, software applications, and peripherals.
• Familiarity with desktop management tools, e.g., SCCM/MDT and MDM (Airwatch, Intune, Jamf).
• Knowledge of scripting languages (PowerShell, Bash) for automation.
• Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.
• Experience with virtual desktop infrastructure (VDI) and remote desktop solutions.
• Solid understanding of ITIL principles and best practices.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• A strong sense of responsibility and initiative and an ability to complete tasks accurately.
• Ability to work in a team environment and independently.
• Capacity to work in a fast-paced environment.
• Excellent verbal and written communication skills with high interpersonal skills and customer orientation.
• IT certifications, such as CompTIA A+, MCDST, or similar, are desirable.
• Some physical lifting required.

The company offers a competitive annual salary, group term life insurance, medical and dental benefits and long-term disability coverage, RRSP contributions, wellness allowance and much more!

If this sounds like the ideal position for you then apply today!

Our client is committed to fostering a workplace that prioritizes inclusion, respect, and equal opportunity for all. We encourage applications from women, Indigenous peoples, racialized individuals, people with disabilities, those of diverse sexual orientations or gender identities, individuals from diverse socio-economic backgrounds, newcomers, and those who can contribute to the richness of our community through their unique perspectives and lived experiences. We value diversity and believe it enhances the growth and success of our organization. All qualified applicants are welcome to apply; however, preference may be given to Canadian citizens and permanent residents.