Desktop Support Technician

The Desktop Support Technician is responsible for providing ongoing PC and network support to Mann Packing employees. In this role, the successful candidate will:

  • Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
  • Performance monitoring, troubleshooting, and tuning for all end-user systems * Build new systems (laptop and desktop)
  • Supporting Smartphones: configuration support, synchronization support
  • Serve as Tier 2 support to the help desk to resolve desktop system issues as reported by the end-users
  • Troubleshoot problem areas (in person, by telephone, teamviewer or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required
  • Administer solutions for network security; provide Spyware, Adware and, virus protection
  • Ensure adequate customer follow up communications and timely issue status updates to customer and IT management
  • Create a formal mentorship with IT Desktop peer(s) to share lessons learned and IT knowledge * Network with cross-functional teams to leverage best practices
  • Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible
  • Knowledge of server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network). Knowledge of network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless)
  • Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and application
  • Identify current operational process inefficiencies and provide recommendations for improvement


  • Degree in Computer Science or related field OR degree from Technical Trade School or equivalent experience
  • Minimum 2 years experiences supporting Microsoft systems (XP,W7), AND Mac OS X
  • Knowledge of PC hardware architecture
  • Knowledge of typical desktop applications, (i.e., MS Office, virus scan, Ghost, Altiris etc.).
  • Knowledge of desktop architecture build methodologies
  • Understanding of other IT disciplines, (i.e., Telecom, Networking, Messaging, Server operations, etc.)
  • Demonstrated the ability to successfully work as part of a team
  • Demonstrated the ability to successfully work as part of a team
  • Experience with implementing and following departmental policies and procedures
  • Proven Customer Service skills
  • Excellent written and oral communication
  • Experience with VMware desktop products (Fusion, Player, Workstation etc.) would be a distinct advantage
  • Basic industry certifications, COMP TIA or A+
  • Microsoft certifications (MCSA, MCSE, VCP)

Job Type: Full-time

Required education:

  • Bachelor’s


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