Service Desk Technician & Software Enablement
Cambridge, ON, Canada
Full Time
Information Technology
Mid Level
Challenger Motor Freight Inc. is an equal opportunity employer committed to creating a diverse and inclusive workplace. We strongly encourage applications from all qualified candidates, including women, members of visible minorities, persons with disabilities, and aboriginal peoples. If you require any accommodations at any stage of the recruitment process, please don’t hesitate to reach out to us at [email protected]. We are dedicated to ensuring an accessible and supportive experience for every applicant.
Envision:
Working for a company dedicated to personal career growth and opportunity in moving the organization forward. Challenger Motor Freight Inc. is a Platinum Club Member in Canada’s 50 Best Managed Companies. Our success is directly attributed to our dedicated and talented team of professionals who work hard together with a common purpose – to keep us on the leading edge in safety, technology, and analysis.It’s not by chance that Challenger is a leading North American freight transportation company. In 40 years, Challenger has grown from one person with a vision and a truck to an international transportation and supply chain management company.
We win as a team when we work as a team, and succeed when our employees succeed. We want people who are resilient, team-oriented, and driven because we are laser focused on meeting commitments to our People, Customer, and Profit. If you’re looking to work for a dynamic, fast-paced, progressive organization then apply with us.
We offer the following in our search for engaged employees looking to become part of a successful team:
- A continuous learning environment that develops your individual career goals
- A continuous improvement environment where all ideas are explored
- Engaged coaches and mentors who will provide guidance but also allow autonomy
- Team atmosphere
- Competitive and comprehensive total rewards package including company paid group benefits and company sponsored retirement savings plan
- Support of professional memberships and certifications
- Standard office hours; Monday to Friday from approximately 8:00am to 5:00pm
The Opportunity:
The Service Desk Technician & Software Enablement is responsible for providing front-line technical support to end-users across the organization. This role ensures the timely resolution of IT issues, maintains high customer satisfaction, and contributes to the overall efficiency of the Organization.Key Accountabilities:
- Receive and respond to service desk tickets for end users requiring support quickly and accurately
- Provide technical support via phone, email, remote tools, and in-person, providing courteous, professional and quality service.
- Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with the end user until resolution
- Document incidents, requests, and resolutions in the ticketing system.
- Identify and propose resolutions for repetitive issues and create how-to guides for end users.
- Diagnose software and hardware issues and send recommendations to users or contact vendors for support where required.
- Monitor and manage file space and backups.
- Maintain inventory of IT assets and ensure accurate tracking, with full ownership and accountability established through Smartsheet.
- Responsible for updating asset records, assigning owners, and reconciling discrepancies to maintain a reliable and auditable inventory.
- Assist with PC replacements & other desktop hardware/software changes
- Support onboarding/offboarding processes, including account setup and hardware provisioning.
- Create and update deployment packages and application deployments for various software.
- Research and implement alternatives and options that could improve daily operations.
- Complete tasks outside primary business hours when required.
- Shared Rotation of after-hours on-call support.
- Perform other duties as required.
What You Need To Be Successful In This Role:
- Post-secondary degree or diploma in Information Technology or related field.
- Minimum 1-2 years of relevant work experience in a Microsoft Windows/Office 365 & Networking environment.
- Prior work experience with Windows 11 Desktop, Windows Server and the Microsoft Office Suite.
- Industry certifications such as CompTIA A+, ITIL, or Microsoft certifications are an asset.
Required Skills:
- Ability to troubleshoot Software and Hardware issues and perform basic repairs and Software diagnostics.
- Detail and deadline oriented, with the ability to effectively prioritize and multitask in a busy environment
- Demonstrated ability to collaborate effectively and independently with individuals at various levels is required
- Well-organized, enthusiastic, continuous improvement focus, professional and a positive team member
- Strong verbal and written communication skills, relationship building and interpersonal skills
- Strong organizational skills and the ability to work on multiple tasks simultaneously
- Creative and effective problem-solving ability
- Hands-on experience with Active Directory for user account management and group policies.
- Familiarity with mobile device management (Microsoft Intune) and endpoint security tools (Microsoft Defender, S1, etc.) or similar.
- Experience with Excel and/or Smartsheet for project tracking and collaboration.
- Familiarity with Confluence for documentation and knowledge base maintenance or a similar solution.
- Working knowledge of Jira Service Desk for ticket management and workflow tracking.
- Experience using PDQ Connect or a similar tool for remote desktop access, patch management, software deployment, and automation.
- Familiarity with Phone Systems like Newt.
- Experience with PowerShell scripting is preferred.
- Experience working with Security Tools: SIEM, EDR, MS Defender Platform.
- Commitment to customer satisfaction and customer-focused mentality.
How To Apply:
If you are looking to join a premier transportation company, and become an integral part of results oriented team who constantly challenge themselves to Go The Distance for our customers and for each other, the role of Service Desk Technician & Software Enablement may be right for you.No phone calls, please. We thank all applicants; however, only those selected for an interview will be contacted. By submitting your resume, you consent Challenger Motor Freight Inc. to share this information within its divisions in order to identify other employment opportunities that you may be suitable for.
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