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Epiq: Deskside Support


This is a Full-time position in Ottawa, ON posted February 26, 2021.

It’s fun to work at a company where people truly believe in what they are doing!Job Description:We are seeking a Deskside Support Technician with a strong working knowledge of end user systems to work in a rapid development and release environment where quick analysis and creative problem solving abilities are a priority.

As a member of this team, you will be required to maintain and operate the core IT systems and to provide phone and desk side support to internal clients, along with assisting in the administration of the IP telephony and wide-area network.

This includes installing, configuring, patching, upgrading, and maintaining Windows desktops, laptops, and peripheral equipment.

The ideal candidate will have good communication skills and the ability to collaborate well with others.Job ResponsibilitiesResponsible for installation, configuration, and ongoing functionality of Windows desktops and peripheral equipmentAssist operations staff in the use and day-to-day management of systems and related peripheralsProvide technical support services to client and corporate technical staff, for the analysis and design of specific portions of complex, integrated systemsDiagnose and resolve software and hardware incidents and assist users with IT related issuesParticipate in the planning, building, upgrading, and maintenance of Windows desktopsCreate Desktop and laptop imagesDocument all incidents and service requests in ticketing systemTroubleshoot Tier 1 and 2 issues with on-site and off-site end-usersEscalate issues to the on call team as necessaryDevelop and deliver documentation to ensure appropriate end-user supportUnderstand and work within a formal change management frameworkParticipate in on call supportDesktop support administrationWork with manager on Asset managementIP phone installationQualifications And SkillsHighly effective interpersonal and organizational skillsEffective verbal and written communicationStrong hardware/software troubleshooting skillsAbility to work independentlySense of urgency and ownershipHigh regard for potential effects of actions to the business and its customersKnowledge of Windows XP/Vista/Windows7Working knowledge of Active Directory administrationWorking knowledge of RSA/SecureID administrationMicrosoft Active Directory in an enterprise environmentKnowledge of MS Office suiteKnowledge of Printer supportMultiple Domain ArchitectureTCP/IP; DHCP; WINS; DNS and other networking protocols1 2 years related technical experienceMS certificationsTechnical collegeSpecial RequirementsPeriodic travel is required of this position – with an average expectation of 10% travelWork week is 40 hours plus overtime as needed to meet the needs of the businessOccasional weekend hours requiredLeadership CompetenciesClient Focus Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.Results Oriented Sets stretch goals for personal accomplishment and works tenaciously to achieve those goals; acts with a sense of urgency; takes the initiative onactions; establishes metrics to monitor progress and measure success; maintains focus by avoiding or overcoming roadblocks.Integrity Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what he/she commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.Entrepreneurial Orientation Proposes innovative business opportunities/ideas to customers and business partners; encourages and supportsentrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals.Decisiveness The ability to make well informed, effective, and timely decisions even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions; ability to make tough decisions.If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law.

Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction.

In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities.

If you need assistance or an accommodation during the application process because of a disability, it is available upon request.

Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.

Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.