JUNIOR HELP DESK SUPPORT TECHNICIAN
INFORMATION TECHNOLOGY
Full-Time Position
Reporting to Manager, Infrastructure the Junior Help Desk Support Technician will be responsible for
providing administrative and technical support to USCI internal staff, including responding to help desk
tickets, user access, administration, PC support, desktop/laptops build and configuration.
Position Responsibilities
Provide first and second level support for USCI employees and its external sales force for all standard
IT and telecommunications systems including analyzing, testing and troubleshooting hardware,
software, remote access, Blackberry and BES and peripheral problems pertaining to desktops,
laptops, printers, networking issues.
Ensure all requests are logged and tracked in the IT Ticketing system. Provide quarterly reporting on
resolution against SLA to Executive Management.
As one of the primary contacts for internal end user support, responsible for answering the help desk
phone, and completing desk side visits to troubleshoot and resolve client issues
Accurately prioritize and categorize calls and tickets, manage crisis escalation and transfer calls to the
other support group as appropriate
Follow-up with user requests to ensure problems have been resolved within the Service Level
Agreements set out in IT
Educate, train and advise internal & external users is also an important part of this position
Document technical procedures and track/control hardware assets
Resolve problems using logical thought process, electronic tools, manuals and technical support
documentation
Provide hardware and software configuration setup and deployment
Coordinate hardware and software repair/warranty, schedule maintenance, and manage the work
of/with vendors
Provide QA support and testing as required for USCI Sales Force Tools and Systems
Keep track of suggestions, comments or issues encountered with the USCI Sales Force Tools and
Systems and discuss these as required in order to be included in future releases
Position Requirements
Completed a post-secondary Information Technology / Computer Science accreditation
Excellent written and verbal communication skills, as well as proven ability to work effectively both
independently and take direction within team environment
Strong multi-tasking and prioritizing skills, with the ability to complete tasks within assigned timelines,
as well as strong analytical and problem solving skills
Ability to translate technical issues/words into non-technical language
Knowledge of various networking concepts (TCP/IP, Microsoft Windows Environment)
Strong understanding and working knowledge of PC operating systems including, but not limited to,
Windows XP, windows Vista and Windows 7
Excellent telephone mannerisms, superior customer service skills, and outgoing call based response
to users for hardware and software problems
Bilingual in French and English is an asset
All interested candidates can apply to:
Kate Burns
Human Resources Assistant
oerecruitment@usc.ca