Service Desk Technician

As a Service Desk Technician at VERB, your primary responsibilities include providing technical support to internal employees, managing the onboarding and offboarding processes, troubleshooting hardware and software issues, and maintaining user accounts and access permissions. You'll be the first point of contact for all technical inquiries, ensuring seamless operations for our team. Additionally, you'll oversee the inventory of employee hardware and software installations, making your role crucial to our office's efficient functioning.

To apply for the Service Desk Technician role at VERB, you should have 1-2 years of experience in information technology and a post-secondary education focused on IT. Familiarity with Microsoft Office Suite, Google Workspace, and troubleshooting for both Mac and Dell systems is essential. Excellent customer service skills, problem-solving abilities, and attention to detail are crucial traits we seek in potential candidates.

At VERB, the work environment is dynamic and collaborative, with a culture that promotes a healthy work/life balance. You'll have the opportunity to work either remotely or in our vibrant downtown Halifax office. We believe in fostering a fun atmosphere while delivering exceptional service to our clients, making each day exciting and rewarding. The team is supportive, encouraging personal growth and development while you handle the tech queries that come your way!

VERB offers an impressive array of benefits for our Service Desk Technicians, including vacation time from day one, annual travel credits, and health insurance with a premium share option. Additional perks include a healthy living account, RRSP matching, and opportunities for professional growth. We also promote a flexible work-life balance with remote work options and provide recreational activities, further ensuring our team's well-being and satisfaction.

At VERB, we are dedicated to your professional development. As a Service Desk Technician, you will have access to various learning resources and regular internal training sessions organized by senior staff. Whether it's mastering new technologies or enhancing your existing skills, we champion our team members' growth, allowing you to build on your expertise and advance in your IT career.

Certainly! When answering this question, provide specific examples of hardware and software problems you've resolved. Mention the tools you used, your approach to diagnosing the issues, and how you communicated the solutions to users. Try to highlight your problem-solving process clearly, showcasing how effective troubleshooting can lead to user satisfaction.

To tackle this question, you should explain your method for prioritizing tasks based on urgency and impact. Discuss how you assess incoming requests using a ticketing system and prioritize critical issues affecting multiple users first. Emphasize your ability to stay organized in a fast-paced environment while being adaptable to changes in priority.

For this question, reflect on your experience managing user accounts in platforms like Google Workspace or VMware. Share specific tasks such as onboarding new employees, granting permissions, and addressing access issues. Highlight the importance of adhering to company policies and maintaining security while managing user access.

In your response, discuss your strategies for effective communication and empathy. Highlight the importance of listening carefully to the user's description of their issue and affirming their concerns. Mention the significance of clear articulation when providing troubleshooting steps over the phone, ensuring they feel supported and understood throughout the interaction.

When answering this question, narrate a specific instance where you were required to quickly adapt to a new technology or software. Explain the steps you took to familiarize yourself, emphasizing persistence and resourcefulness. This response shows that you're capable of rapid adaptation and committed to staying current with technology.

Here, demonstrate your enthusiasm for technology by discussing the platforms, websites, or communities you follow for updates, such as tech blogs, forums, or newsletters. You might also mention attending webinars, conferences, or professional organizations relevant to IT. This showcases your proactive approach to continuous learning and staying informed.

When responding, outline the conflict situation briefly, your approach to addressing it, and the outcome. Be sure to emphasize active listening and respectful communication. Addressing how you worked toward a solution collaboratively shows your conflict resolution skills and ability to work well within a team.

For this question, share your methods for providing effective remote support. You might discuss using remote access tools, your communication style, and how you ensure users feel comfortable and guided through the troubleshooting process. Highlight your capability to handle remote and in-office requests equally well to reflect your adaptability.

In your response, stress the importance of keeping detailed documentation for support processes. Discuss your methods for recording troubleshooting steps, resolutions, and any changes made during the support session. Good documentation is essential for knowledge sharing and training future team members, reflecting your thoroughness in your role.

Here, list the tools and platforms you've worked with that are pertinent to the Service Desk Technician role, such as task management systems like Jira, user management systems, and any specific software you've used for troubleshooting. Discussing various tools shows your readiness to hit the ground running and your adaptability to different platforms.