IT Support Specialist- Help Desk

Job Description

Job Description

Exp Required: 4 and above

Skills Required: HRO Help Desk

Job Description

• Principal Responsibilities Receiving, prioritizing, documenting and actively resolving end-user help requests and escalating incidents to Level 2 tier or management when considered appropriate to maintain business expectations.


• Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.


• Deploy pre-packaged software using distribution tools and processes.


• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.


• Use remote tools and diagnostic utilities to aid in troubleshooting.


• Research solutions through internal and external resources as needed.


• Identify and learn appropriate software and hardware used and supported by the organization.


• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.


• Install antivirus software and ensure virus definitions are up to date.


• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Knowledge, skills and experience

• College diploma in information technology or university degree in computer science and / or 2 years equivalent work experience.


• CompTIA A+ required.


• Knowledge of basic computer hardware, including desktops, laptops, printers, peripherals, projectors, video conferencing equipment, phone systems, basic networking equipment.


• Extensive application support experience with MS Office (Word, Excel, and Outlook).


• Working knowledge of a range of diagnostic utilities.


• Experience with desktop and server operating systems, including Windows 11, macOS, iOS.


• Good oral communication skills with a focus on rapport building, listening, and questioning skills.


• Strong documentation skills.


• Fluent English language skills. (French language skills considered an asset.)


• Highly self-motivated and directed.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Exceptional customer service orientation.


• Experience working in a team-oriented, collaborative environment.

Requirements

Hands-on working experience architecting Guidewire ClaimCenter solutions, including customization and integration. Guidewire certification is a plus.Other technologies of interest : Guidewire Cloud, Salesforce CRM, legacy modernization, and AWS. Proven knowledge & architecture experience in, architecture (digital / digital marketing / micro / macro / monolithic services, APIs), application integration, service-oriented architecture, event-driven architecture, application architecture, distributed architecture, data architecture and modelling.Proven experience with modelling languages & techniques. Can quickly comprehend the functions and capabilities of new technologies. Can understand the long-term ("big picture") and short-term perspectives of situations. Strong technical background (platforms, languages, protocols, frameworks, open source, etc.).Experience with architecture frameworks (TOGAF) & architecture certifications a plus.Experience in engaging and supporting claims teams and understanding their day-to-day operations in the P&C insurance space. Open and clear connect with the business, telecom, infrastructure, security, audit, vendors, and software engineering. Driven by challenges and results.Organized, proactive and a motivation for change.Knowledge on security standard methodologies and understand the impacts it can have on a business.Comfortable working in a constantly evolving technological environment.An excellent teammate who demonstrates leadership. Comfortable speaking with all levels of the organization and different audiences.