Desktop Support Technician

Are you passionate about providing exceptional IT support to clients? Do you thrive in a fast-paced environment where your technical expertise makes a real difference? We are seeking a skilled Desktop and Network Support Technician to join our team within the Operations Division, Division 4 of our organization. Your primary goal will be to deliver timely, competent, and efficient support to clients across various aspects of their IT infrastructure. Key Responsibilities: Provide basic and mid-level support for desktops, networks, and basic server systems. Ensure clients receive prompt and professional assistance, demonstrating care and commitment to their success in the IT arena. Maintain high levels of communication and professionalism while delivering solutions. Meet and exceed client expectations by delivering services three times faster than anticipated. Retain clients by delivering exceptional service and fostering positive relationships. Key Performance Indicators: Client retention through exceptional service. Improved technical service delivery efficiency and effectiveness. Data accuracy and relevance in managing business operations. Timely delivery of service with high levels of communication. Billable hours management. Requirements: Minimum 5+ years of active and current experience in Tier 2 technical support. Proficiency in IT infrastructure including basic servers, networking systems, desktop security, remote cloud computing, Microsoft 365 administration, hosting, web services, and hardware/software. Strong technical troubleshooting and problem resolution skills. Solution-oriented mindset with a focus on process improvement. Ability to manage relationships and resolve conflicts effectively. Willingness to work flexible hours and go the extra mile to meet client needs.