applicants

IT Help Desk Technician – Level 2
Tracking Code
600-156
Job Description

ONLINE APPLICATION ONLY – Easy Resume Upload at www.hubinternational.com

Are you ready to take the next step in your professional career?

HUB International Limited is a leading North American insurance brokerage that provides a broad array of property and casualty, life and health, employee benefits, reinsurance, investment and risk management products and services throughout offices located in the United States and Canada.

HUB International’s Greater Vancouver location is based out of Burnaby, BC with 13 offices throughout the Lower Mainland and Fraser Valley. We offer flexible scheduling, comprehensive benefits, complete tuition / course / certification coverage, and exciting opportunities for advancement.

We are currently recruiting for an IT Help Desk Technician (Level 2) in our Burnaby (Henning) location!

SUMMARY

This position maintains the day-to-day activities and procedures involved with supporting HUB end-users on deployed technologies (e.g.: applications, systems, computers, and peripherals). This is a metric-based position monitored against average handle-time and call statistics.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Exhibit mastery of all Information Technology HelpDesk Technician – Level 1 skills.
• Serve as first point of escalation for end user issues and problems unresolved by Level 1 Technicians.
• Analyze, diagnose, and resolve end-user issues and problems by providing 2nd level support for deployed technologies.
• Provide basic network support as required by Network Team.
• Maintain workflow processes and knowledgebase articles
• Partner with Architecture, Application, and Ops Teams to create process documents for new technologies.
• Participate in the evaluation, testing and installation of new and existing applications.
• Provide backup support for Helpdesk Level I and Desktop staff.
• Adhere to departmental policies for reporting and managing requests and change control.
• Perform other duties as assigned by management
• Support Branch office Equipment: Phones, Servers, Printers, Desktops, POS.
• Coordinate Vendor Service for equipment and applications within Branch Offices.
• Ability to work in a busy IT call center and handle escalations, team work, diagnose and document issues and be accountable to maintain service metrics.

• Other duties and responsibilities as assigned

QUALIFICATIONS

• Working technical knowledge of current technology systems (hardware, software, OS, etc).
• Working knowledge of networks, including experience with routers, Switches, Ethernet, TCP/IP
• Ability to collaborate with others to effectively solve problems.
• Ability to lift computer equipment.
• Commitment to continuous personal and professional growth

• Valid Driver’s License with vehicle and capable to visit local branch offices.

EDUCATION and/or EXPERIENCE

Bachelor’s degree (B. A.) from a four-year college or university in Computer Science, Information Systems Management, A+ certification, or equivalent experience plus minimum 2 years experience performing desktop support in a fast-paced, service-oriented IT environment.

COMPUTER SKILLS

• OS/Applications — MS Windows XP Professional, Desktop — MS Office 2003/2007, MS Exchange, Active Directory,
• Citrix/Metaframe and Exchange/Active Directory technical knowledge
• Working knowledge of routers, switches, Ethernet and TCP/IP.
• Working knowledge of Office PBX or IP Phone Systems to manage moves adds and changes.
• Working knowledge of Mobile technologies; IPhones, Blackberries, Androids, BES Account, Active Sync.

• Working knowledge of Virtualized environments and enterprise data centers.

Qualified candidates are encouraged to apply today!
ONLINE APPLICATION ONLY – Easy Resume Upload at www.hubinternational.com