Desktop/Queue Management Technician - Dawson Creek

Position Highlights

Position: Desktop/Queue Management Technician

Location: Dawson Creek

Type of position: Full time

Hours: 8 hours per day (7:30 - 16:30); after hours work may be required, all after-hours work must be pre-approved by the client and ESW

Core Competencies required for this position

Communication – clear, professional and effective in both written and verbal communication with clients, co-workers and leadership

Collaboration & Teamwork – work effectively with technical colleagues, leader and client teams to deliver integrated solutions; competent working individually

Adaptability – adjust quickly to changing client demands, priorities and technologies; work efficiently under pressure and remain calm in stressful situations

Analytical and logical thinking – apply structured thinking to analyze complex problems and assess client needs, define objectives, and scope solutions

Strong organizational and prioritizing skills

High ethical standards and trustworthiness

Documentation & knowledge sharing – ability to develop and maintain high-quality technical documentation to support knowledge transfer and future troubleshooting

Client-centric service orientation – ability to consistently meet commitments to service delivery requirements, balancing quality, timeliness and efficiency; excellent client service skills

Primary Focus

Assist our client by working on a variety of IT-related projects, and providing hardware, infrastructure, and/or application support functions in our client’s office.  This position is a mix of client support for desktop/network issues within the office as well as Queue Management for the client’s field locations. 

Ensure client inventory is maintained and documented for all remote field locations

Ensure all ServiceNow tickets are updated on a minimum weekly basis

You will be supplied with a mobile device to ensure our clients always have support

The successful candidate must be client centric (internal or external) and must have excellent client service skills.

Other duties as assigned

Job Description

Technical Support:

Provide first-line technical support for desktops, laptops, and peripherals, both in person and remotely

Diagnose and resolve hardware and software issues promptly to minimize downtime

Install, configure, and maintain desktop operating systems, software applications and updates

Set up and deploy new hardware and software as needed

Conduct hardware repairs and upgrades, including memory, hard drives, and peripherals

Perform routine maintenance to ensure the optimal performance of desktop equipment

Investigate and troubleshoot system and application errors, providing efficient and effective solutions

Queue Management:

Manage and prioritize IT service requests and incidents in the ticketing queue

Monitor ticket queues, assign tasks to appropriate technician, and ensure timely resolution

Update tickets in a timely manner to ensure service levels for ticket response and resolution are achieved

Follow up with Field technicians to ensure tickets are properly updated with sufficient details

Collaborate with IT support staff, system administrators, and other stakeholders to address technical issues

Develop and implement processes to streamline ticket management and improve response times.

Analyze trends in ticket data to identify areas for improvement.

Maintain documentation related to incident management processes.

Assist with regular reports on queue performance and KPIs.

Maintain inventory and ship equipment to various client locations.

User Support:

Offer technical guidance and assistance to end-users, ensuring they have a positive computing experience

Provide training to users on new hardware and software applications

Security and Compliance:

Implement and enforce security measures, including antivirus and malware protection.

Ensure desktops are compliant with organizational policies and standards.

Documentation:

Maintain accurate and up to date documentation of hardware inventory, and procedures.

Create knowledge base articles for common issues and solutions.

Collaboration:

Collaborate with IT team members to address cross-functional issues and contribute to ongoing projects.

Liaise with external vendors for support and warranty-related matters.

Knowledge, Skills and Experience Required

ITIL Certification

Proven experience as a Desktop Technician or similar role

Proficiency in diagnosing and resolving technical hardware and software issues

Strong knowledge of Windows operating systems

Familiarity with Microsoft Office Suite and other common desktop applications

Experience with desktop imaging and deployment technologies

Good understanding of networking concepts

Excellent communication and customer service skills

Adept at multitasking and prioritizing tasks efficiently

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus

Proven experience as an IT Queue Manager or similar role

Strong knowledge of IT service management (ITSM) principles

Familiarity with ticketing systems (e.g., ServiceNow, ConnectWise)

Excellent communication and interpersonal skills

Ability to work well under pressure and prioritize tasks effectively

Additional Comments 

Required safety certifications include H2S Alive, First Aid and WHMIS. These must be obtained prior to traveling to any client field sites. Other safety certifications may be required by certain clients.

Background checks and other assessments are conditions of employment

Tool Requirements supplied by Technician

Basic Screwdriver Set (Phillips, Flathead, Robertson of varying sizes)

Open Wrench Set

Knife or Multitool

Headlamp or Flashlight

Hammer

Wire strippers

Pliers (Needle nose and Lineman)

Socket Set

Side cutters

Wire Crimpers (RJ-45, RJ-11, Coax)

Punchdown Tool

Cordless Drill

Tape Measure

Reporting Relationships

IT Consultant reports to the Client Service Delivery Manager

No co-workers report to the IT Consultant.

Working Conditions

This position requires the successful candidate to be physically capable of lifting up to 70 lbs.

Unscheduled or after-hours support may occasionally be required

The successful candidate must comply with the safety standards of ESW and/or its clients

Contacts

Client Infrastructure Groups – These individuals may assist with ongoing operational and project-related work

Client Project Managers and/or Business Analysts - These individuals may provide direction regarding ongoing project-related activities

Your daily contact will be with the individuals working at the client's sites.

Other members of the ESW team

Reporting Relationships

Desktop/Infrastructure Technician reports to the Service Delivery Manager

No position reports to the Desktop/Infrastructure Technician

How to Apply

Click here to apply through Bamboo HR.

In your cover letter, kindly include:

Where you saw this position advertised

If you were referred to this position, the name of the ESW co-worker who referred you.

Only applicants eligible to work in Canada will be considered