• Job Description

  Req#: JPC - 10183114

  Helo Desk

  Remote - Canada

  Role Description

  Reporting to Project Manager and Project Coordinator, the Deskside Support Technician, will be responsible for assisting end-users with migrating their laptop, desktop and/or tablet from Windows 10 to Windows 11. You'll perform all project defined migration steps and conduct post migration testing to ensure end-user device is fully operational. This will include validating peripherals (printers, docking stations, USB devices) are functioning as required. Escalate unresolved issues and/or challenges to lead Analyst for further direction or assistance. Work will require travel to multiple locations within the Province of Ontario.

  Responsibilities

  • Deliver a friendly and high-quality Deskside Service experience to all customer end users

  • Communicate with end users in-person, via phone, email, or live chat as required

  • Provide troubleshooting for all migration technical inquiries, and issues involving computers, peripherals, smartphones/tablets, and certified applications

  • Setting up and deploying supported IT equipment as required by the project

  • Contribute to team innovation through ideas for process improvement and efficiency to help streamline the migration initiative

  • Assist in routine hardware/software deployments as required for the migration

  • Participate in the creation/maintenance of knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements

  • Follow defined procedures to document all problems and solutions in the approved platform

  • Participate in other initiatives as requested by your supervisor

  • Build strong relationships with end users

  • Maintain a positive and collaborative attitude with all coworkers and customers

  • Be available to work evenings, weekends, as travel to offices across the Province of Ontario will be required. Multiple overnight stays is to be expected.

  What you need to succeed

  • Exceptional customer service and interpersonal skills

  • 2+ years of Service Desk or other End User Support operations experience involving Deskside support

  • Experience using technology platforms such as ITIL based ITSM (ServiceNow Preferred), Device Management, Screen Sharing and other technologies used to deliver end user support

  • Ability to clearly communicate in verbal and written formats

  • Experience working in a team-oriented, collaborative environment

  • Ability to get up to speed with the organization quickly

  • Ability to remain calm in a fast-paced work environment

  • Diligence to adhere with pre-defined migration schedule and escalate issues and/or challenges to leadership

  • Ability to obtain and maintain client security clearance

  • Ability to work outside regular business hours as required

  • Lift up to 20 lbs, unassisted as required.

  • Valid Ontario driver’s license required.

• About the company

  United Software Group, Inc. (USG) is a Global Information Technology Consulting Company established in the year 2002 with its Headquarters in Columbus-Ohio, USA. USG is operating a business in 6 countries USA, Mexico, Canada, UK, Ireland and India. USG is a Minority Owned Enterprise (MBE) offering IT consulting, Talent Management and Staff Augmentation Solutions to its Clients. USG is recognized by INC5000 as Americas Fastest-Growing Private Companies and is honored with A+ rating by BBB as a mark of a trustworthy customer-oriented organization. USG’s services are based on requirements specified by operational business users from different industries such as Banking & Financial, Consumer Good and Distribution, Telecommunication, Insurance, Engineering, Healthcare, Life Sciences, Retail, Manufacturing and Automotive.

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