About ESW – IT Business Advisors

ESW-IT is an established IT Consulting Firm providing end to end IT services and solutions to small, midsized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools — we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude.

Our Core Values

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values.

• Courageous Spirit: Intentionally moving forward while persevering in a positive manner.
• Servant Heart: Willingness to put others ahead of ourselves while fostering fellowship with co-workers, clients, vendors and community.
• Fun Attitude: Approaching our lives in a way which encourages excitement, passion and enjoyment.

The Position Highlights

Title : Desktop/Queue Management Technician

Commitment and Term

• Full-time, perm.
  
• Regular Working Hours: 8 working hours between Monday-Friday 7:30 am – 4:30 pm, with some after-hours support required as needed
  

Primary Focus

• Assist our client by working on a variety of IT-related projects, and providing hardware, infrastructure, and/or application support functions in our clients office. This position is a mix of client support for desktop/network issues within the office as well as Queue Management for the clients field locations.
• You will be supplied with a mobile device to ensure our clients have support at all times.
• The successful candidate must be client centric (internal or external) and must have excellent client service skills.
• Other duties as assigned.
  

Skills, Education and Experience

Technical Support

• Provide first-line technical support for desktops, laptops, and peripherals, both in person and remotely.
• Diagnose and resolve hardware and software issues promptly to minimize downtime.
• Install, configure, and maintain desktop operating systems, software applications and updates.
• Set up and deploy new hardware and software as needed.
• Conduct hardware repairs and upgrades, including memory, hard drives, and peripherals.
• Perform routine maintenance to ensure the optimal performance of desktop equipment.
• Investigate and troubleshoot system and application errors, providing efficient and effective solutions.

Queue Management

• Manage and prioritize IT service requests and incidents in the queue.
• Monitor ticket queues, assign tasks to appropriate teams, and ensure timely resolution.
• Update tickets in a timely manner to ensure service levels for ticket response and resolution are achieved.
• Follow up with Field techs to ensure tickets are properly updated with sufficient details.
• Collaborate with IT support staff, system administrators, and other stakeholders to address technical issues.
• Develop and implement processes to streamline ticket management and improve response times.
• Analyze trends in ticket data to identify areas for improvement.
• Maintain documentation related to incident management processes.
• Assist with regular reports on queue performance and KPIs.
• Maintain inventory and ship equipment to various client locations.

User Support

• Offer technical guidance and assistance to end-users, ensuring they have a positive computing experience.
• Provide training to users on new hardware and software applications.

Security and Compliance

• Implement and enforce security measures, including antivirus and malware protection.
• Ensure desktops are compliant with organizational policies and standards.
  

Documentation

• Maintain accurate and up to date documentation of hardware inventory, and procedures.
• Create knowledge base articles for common issues and solutions.
  

Collaboration

• Collaborate with IT team members to address cross functional issues and contribute to ongoing projects.
• Liaise with external vendors for support and warranty-related matters.

Job Description

• Proven experience as a Desktop Technician or similar role.
• Proficiency in diagnosing and resolving technical hardware and software issues.
• Strong knowledge of Windows operating systems.
• Familiarity with Microsoft Office Suite and other common desktop applications.
• Experience with desktop imaging and deployment technologies.
• Good understanding of networking concepts.
• Excellent communication and customer service skills.
• Adept at multitasking and prioritizing tasks efficiently.
• Relevant certifications (eg., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
• Proven experience as an IT Queue Manager or similar role.
• Strong knowledge of IT service management (ITSM) principles.
• Familiarity with ticketing systems (e.g., ServiceNow, ConnectWise).
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and prioritize tasks effectively.
• ITIL certification is a plus but not necessary. An understanding of basic ITIL concepts is required.

Working Conditions

• This position requires the successful candidate to be physically capable of lifting to 70 lbs.
• Unscheduled or after-hours support may occasionally be required.
• The successful candidate must comply with the safety standards of ESW and/or its clients.
  

Contacts

• Client Infrastructure Groups – These individuals may assist with ongoing operational and project-related work.
• Client Project Managers and/or Business Analysts - These individuals may provide direction regarding ongoing project-related activities.
• Your daily contact will be with the individuals working at the client's sites.
• Other members of the ESW team.
  

Reporting Relationships

• This position reports to the clients Service Delivery Manager.
  
• No co-workers report to the Desktop/Queue Management Technician.

Additional Comments

• Required safety certifications include H2S Alive, First Aid and WHMIS. These must be obtained prior to traveling to any client field sites. Other safety certifications may be required by certain clients.
• Background checks and other assessments are conditions of employment
  

Please apply through BambooHR with your application

• Let us know where you saw this position advertised
• If you were referred to this position, the name of the ESW co-worker who referred you

Only applicants eligible to work in Canada will be considered.