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Germiphene knows infection control. Starting over 70 years ago servicing the needs of the dental industry with our extensive product range; from disinfection, cleaning, instrument care, oral health, and hand care. Our drive for continued improvement is a daily commitment shown through new product development, strict quality standards and nurturing customer relationships. This has given us a strong foundation to grow our market to provide disinfection products, and hand sanitizers for all healthcare communities, and other government agencies.
We are innovators & manufacturers.
We are professionals.
We are educators.
We are exporters.
We are responsible.
We are looking for likeminded individuals to join our team.
Currently we are looking for an IT Service Desk Technician
This position provides internal infrastructure technical support and service. This position ensures that the security and integrity of the enterprise environment are maintained and is responsible for the efficient, effective operation for smooth function of the business. This position requires excellent customer service as this is the first point of contact within IT. This position works closely with IT leadership, business units and vendor technical staff to ensure the requirements of the business are properly managed, documented, and delivered.
Duties and responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone, in person, or email
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions posed by customers, determining the best solution based upon the issue and details provided by customers and, when practical, walking the customer through the problem-solving process, including providing after hours emergency support on an as needed basis. As necessary, escalating unresolved issues to the next level of support personnel or third parties.
- Provide accurate information to customers and management on available IT products or services
- Monitor and follow up on tickets to ensure service delivery, especially those that are overdue or close to being overdue to ensure prompt resolution to meet service expectations and ensuring that documentation is followed and kept up to date including; standards, procedures, change management procedures, and compliance documentation including PCI, disaster recovery procedures, etc.
- Support of the Phone system, in conjunction with third party vendors where appropriate.
- Support the process of new hires/terminations, including ensuring that the proper forms are filled out for each new hire and termination, and forms are retained in the ticketing system for future reference.
- Management of Active Directory and its components, including but not limited to: creation/maintenance of accounts and groups, auditing access levels, ensuring the security and integrity of accounts, managing file shares and file share permissions.
- Support of remote and mobile equipment, including cell phones, laptops, and mobile hot spots and keeping an accurate inventory/records of equipment and usage.
- Installs, implements, configures and monitors equipment and software/firmware for all components of the desktop environment. Develop relationships with third party vendors for assigned projects and ongoing support. Responsible for escalating service and audit issues and needs as necessary with vendors and internally with leadership.
- Ensure documentation is followed and kept up to date including; standards, procedures, change management procedures, and compliance documentation including PCI, disaster recovery procedures, etc.
- Comply with ISO 9001 specifications and GMP regulations
- Will follow the responsibilities as outlined in the Ontario Health and Safety Act
- Other duties as required by supervisor
Qualifications
Education:
- A bachelor’s degree in technical or related field or equivalent experience. A minimum of 2 years’ experience in providing support in technical infrastructure related field.
Skills/Abilities/Characteristics:
- Ability to work independently or in a team, follow set procedures, manage priorities and meet deadlines on multiple projects concurrently.
- Excellent communication skills and ability to work with professionals in a fast-paced environment
- A strong working knowledge of computer systems, hardware, and software.
- Good problem-solving, analytical, and team-working skills.
- Excellent communication and interpersonal skills.
- An openness to learning new technologies and share knowledge with team members.
Experience:
- Experience in IT Support an asset, but not required.
Working conditions
- Work in an office environment with some exposure to the manufacturing facility.
- Some light lifting of equipment and supplies.
- Manage a number of requests and situations at one time.
- Prolonged use of a computer
Physical requirements
- Prolonged periods of sitting.
- Incumbent will be required to be on a computer for extended periods of time.
Note: Germiphene is not on a City of Brantford bus route. Candidates and employees must have own transportation.
In compliance with AODA legislation, if you require an accommodation during any part of the recruitment process please advise Human Resources.
We thank all applicants for their interest in our position, however only those receiving consideration will be contacted.
Job Type: Full-time
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care
Flexible language requirement:
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Brantford, ON: reliably commute or plan to relocate before starting work (required)
Education:
- AEC / DEP or Skilled Trade Certificate (preferred)
Experience:
- Technical Support Occupations: 3 years (preferred)
- strong communication skills: 3 years (preferred)
- Good problem solving: 3 years (preferred)
- multitasking: 3 years (preferred)
- GMP: 1 year (preferred)
