IT Desktop Queue Management Technician

About ESW – IT Business Advisors

ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses.  At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude.

Our Core Values

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values. 

 Courageous Spirit - Intentionally moving forward while persevering in a positive manner.

Servant Heart - Willingness to put others ahead of us while fostering fellowship with co-workers, clients, vendors and community.

Fun Attitude - Approaching our lives in a way which encourages excitement, passion and enjoyment.

This position reports to the Clients Service Delivery Manager.

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 weekly basis at minimum

Mobile device will be supplied to ensure our clients always have support.

Other duties as assigned.

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

Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience

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, interpersonal and customer service skills

Adept at multitasking and prioritizing tasks efficiently.

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)

Ability to work well under pressure and prioritize tasks effectively

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

Asset: relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician)

 To Apply: Click here to apply through BambooHR or copy this link into your browser: https://eswitbusinessadvisors.bamboohr.com/careers/245?source=aWQ9Nw%3D%3D

 Please provide a 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.

We welcome applications from all qualified individuals. Please note that to be considered for this role, candidates must have legal authorization to work in Canada. We are unable to sponsor work permits or visas for this position. 

Background checks and other assessments are conditions of employment.

To view all our job postings, visit our website at   http://www.eswit.com/careers.html