Jobs for Help Desk/Technical Support Specialist

Headquartered in Mississauga, dthree Inc. is an on-demand software and services company offering a comprehensive solution for the management of business intelligence, customer data and communications. Our energetic team of senior strategic thinkers and technical consultants provides ground breaking analytical business and customer intelligence data and communications tools for major high profile clients, in a variety of industries.

We have exciting growth plans for the business and are looking for dynamic professionals to help us make our plans a reality. If you are an energetic and self-motivated professional who is passionate about pushing the boundaries of your own knowledge and expertise, talk to us about growing yourself and your career.

We have a welcoming culture and a reputation for accountability and innovation. Our diverse projects, fun environment and passion for our customers will enable you to contribute your ideas, affect change and grow your personal sphere of influence. We are presently looking for a Help Desk, Technical Support Specialist to join our team.

Position Mandate

Help Desk Technical Support Specialist is responsible for the support for internal user help desk as well as network and data communications systems equipment, software and services. Excellent customer service skills are mandatory.

Key Responsibilities

• Responds to user requests for service; troubleshoots problems and develops solutions; makes minor repairs to equipment and arranges for other servicing needs.
• Monitor all system access requests; validate need and evaluate appropriate access levels need for system access. Provide timely response to entities and individuals requesting system accesses. Report on access granted and denied to IT Operations management.
• Monitor and track data system equipment, software, services and contracts.
• Maintain and assist with network equipment inventory.
• Serve as a point of contact for external service vendors for network, hardware and maintenance providers.
• Perform user, group, printer, and application administration on LAN server systems.
• Perform system administration on LAN server systems.
• Assist with audits as required.
• Work on-call and overtime as requested to support systems.
• Perform other duties as assigned.
• DESKTOP
• Perform escalated troubleshooting, service and support of desktop network.
• SYSTEMS
• Provide the first line of support for the desktop and internal IT systems
• Act as a backup of the first line of support for the production client facing systems: IntelliMaxx Portal, Data warehouse.
• Receive, document and resolve problem calls for network equipment and software.
• Install patch cables and cross connects on network equipment.
• Maintain LAN equipment and software.
• Install, troubleshoot and support network equipment and software.
• Perform appropriate service and maintenance on LAN server equipment, software, firmware, boot prom, etc.
• Monitor, track and report monthly on LAN server system availability, performance and capacity.
• Research and download technical bulletins, patches and drivers as needed to maintain latest stable system configuration level.
• Install, configure, and troubleshoot all firewalls, routers, and switches.
• Maintain and troubleshoot PC-Based and Server Based Email system.
• Assist with Disaster Recovery planning and testing as needed.
• To do daily back ups for specified mission-critical systems.
• Perform all LAN Security Management functions and audits.
• Perform other duties as assigned.

Competency Requirements

• Demonstrated strong customer service skills.
• Demonstrated problem determination, analysis and resolution skills.
• 3 years experience with Microsoft Windows networking.
• 3 years experience with PC hardware, peripherals and software in a network environment.
• 3 years experience with Windows NT/2000/XP/Vista OS & MS-Office
• Demonstrated documentation skills.
• Demonstrated ability to completely document work ticket and problem resolution.
• Specific Hardware Skills:
• Intel architecture Servers and Desktop PC, Apple Macintosh
• Ethernet, FastEthernet and Gigabit network interface boards and topologies
• Network Printers
• Various Tape Backup Systems, (DAT, DLT and LTO drives), CD/DVD-RW
• Internet firewall and web server technology
• Specific Software Skills:
• Windows NT/2000/XP/2003/Vista
• Windows Server 2000/2003
• Linux (RHEL), Solaris
• MS-Office XP.2003
• MS-Internet Explorer, Netscape Navigator
• MS-Terminal Server
• TCP/IP
• Symantec Anitvirus, other antivirus products
• RIM Blackberry
• Oracle Collaboration Suite

Performance Skills

• Must be able to take immediate action to resolve technical issues and system failures.
• Must be able to properly prioritize service, support requests and problems according to established guidelines.
• Must be able to properly escalate problems according to established guidelines.
• Must be able to determine when equipment should be repaired or replaced.

Communication Skills

• Communicate with internal customers within defined resolution times based upon defined severity levels.
• Communicate changing status of work tickets and projects to internal customers on a timely basis.
• Communicate status and escalate problems as necessary according to defined guidelines.
• Work and communicate in a professional, team environment with other IT staff members.

Working Conditions

• Must be able to lift and carry fifty pounds of unbalanced weight.
• Must be able to bend over and work while sitting on the floor.
• Must be able to perform overhead work with the use of a ladder.
• Must be able to differentiate between all colors.
• Must be able to be on call after normal business hours and occasionally work extended hours and on weekends.
• Standard office environment with exposure to cooled data center environment.

Qualified Candidates are asked to send their resumes to careers@dthree.com. Please, no phone calls or faxes. Only those selected for interviews will be contacted. dthree is a technology leader in interactive marketing management, offering a comprehensive hosted solution for the management of business intelligence, customer data and communications. dthree is located at 2333 N Sheridan Way, Mississauga, in the Greater Toronto Area.