Service Desk Coordinator

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    "datePosted": "2024-06-22T08:21:44.725Z",
    "description": "<h2>Overview</h2>\n<p>Trimac isn't just a transportation company; it's an industry disruptor with a remarkable 80-year legacy of safely delivering products that improve people’s lives across North America. </p>\n<p> </p>\n<p>Our workplace culture is centered on being safe, respectful, innovative and inclusive. We are committed to maintaining a rewarding work environment that allows employees to experience new opportunities and build their chosen careers. Across the company, we encourage open communication, champion integrity, celebrate individuality and cultivate diverse talents and perspectives. If you’re ready for a challenge that will help drive forward an industry leading team, we invite you to begin your journey with us.</p>\n<p> </p>\n<h2>Schedule</h2>\n<p></p>This position is full-time, Monday to Friday, with a 40-hour work week and includes participation in an on-call rotation.\n<p> </p>\n<h2>Job Details</h2>\n<p></p>\n<p>Trimac Transportation is a North American company with 80 years of history and an ambition to embrace a changing and data-driven future. We are looking for candidates who want to join us on our journey!</p>\n<p> </p>\n<p>Reporting to the Manager, IT Support, the <strong>Service Desk Coordinator</strong> serves as the first point of contact for technical support. This role is responsible for troubleshooting and resolving end-user IT issues related to hardware, software, and networks, ensuring minimal downtime and high user satisfaction. The coordinator provides timely assistance through various channels (phone, email, chat, or in-person) to ensure a fully functioning IT environment and escalates complex problems to higher-tier support when necessary. The ideal candidate is customer-focused, technically proficient, and thrives in a fast-paced environment.</p>\n<p> </p>\n<h2>Who You Are</h2>\n<ul>\n <li>Proven analytical, problem-solving, and organizational skills.</li>\n <li>Excellent interpersonal and communication skills, both verbal and written.</li>\n <li>Ability to absorb and retain information quickly.</li>\n <li>Experience with Microsoft Windows, Citrix, and Office 365 products.</li>\n <li>Understanding of relevant IT computing technologies including computer systems, mobile devices and printers.</li>\n <li>Understanding ITIL best practices.</li>\n</ul>\n<h2>Responsibilities</h2>\n<ul>\n <li>Act as the first point of contact for users experiencing IT problems. Provide first-level technical support by diagnosing and troubleshooting hardware, software, and network issues to achieve quick resolution. </li>\n <li>Record and categorize incoming support requests in the ticketing system, ensuring each issue is documented accurately.</li>\n <li>Escalate unresolved problems to higher-level support. Manage user accounts and access rights in systems like Active Directory. Perform account creations, permission changes, and password resets in accordance with IT policies.</li>\n <li>Document all support activities and solutions in detail. Maintain an internal knowledge base or repository of common issues and resolutions.</li>\n <li>Ensure client service levels are met or exceeded.</li>\n <li>On-call after hours rotation.</li>\n</ul>\n<h2>Qualifications</h2>\n<ul>\n <li>College diploma or university degree in the field of computer science or a relevant field.</li>\n <li>2-3 years in customer service or a previous Helpdesk role would be an asset.</li>\n <li>French Bilingual would be considered an asset. </li>\n <li>CompTIA A+ would be considered an asset.</li>\n</ul>\n<h2>Benefits</h2>\n<p>We invest in our employee’s growth through training and development programs. We offer a comprehensive benefits package such as:</p>\n<ul>\n <li>Medical, Dental, Vision, Life Insurance, and many more health and wellness benefits</li>\n <li>Paid vacation, sick time, and company holidays</li>\n <li>Paid time off for volunteer activities to help give back to our communities</li>\n <li>Pension Plan</li>\n <li>Tuition Reimbursement Program to achieve your educational goals</li>\n <li>Continuous learning and career development</li>\n</ul>\n<h2>Safety Commitments</h2>\n<ul>\n <li>We make safety a part of every decision</li>\n <li>We make safety personal</li>\n <li>We have the courage to intervene</li>\n</ul>",
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