Desktop Support Technician
Job Description

Company overview

ADT is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs more than 18,000 people throughout North America.

Position Summary:

The Desktop Support Technician supports applications, pc’s/desktops, Patch Management, SCCM Client Health and

Help Desk escalations. This role is also responsible for providing excellent customer service while maintaining the service

levels and expectations of our customers.

Job Requirements

Duties and Responsibilities:

- Maintain ticket queues and properly work and document tickets completed.

- Meet or exceed ticket SLA’s

- Repair and maintain desktops, laptops and other hardware in the environment

- Deploy client software to collections using SCCM while following licensing guidelines.

- Maintain patching compliance and health using SCCM

- Install, configure, and maintain technical systems to support business processing requirements.

- Troubleshoot software or hardware to ensure functional objectives and SLA’s of the business are met

- Assist with projects related to change controls that need hands on or onsite support.

- Ensure compliance with established standards, policies, and configuration guidelines.

- Schedules, installs, upgrades and maintains operating systems and software.

- Helps team to audit hardware and software to ensure compliance with established standards, policies, procedures, and

configuration guidelines.

- Become a subject matter expert for all business units to provide support.

- Be available for on call or emergency situations.

- Desktop and laptop refresh projects and assert management updates.

- Mac set up and support experience

- Basic IP phone trouble shooting and replacement

- Provide Tier2/Tier3 technical and/or functional support to businesses as needed

- Performs other duties as assigned

Qualifications - External

Education/Certification required:

- Preferred but not required Four (4) year degree or equivalent experience

- A certification or equivalent work experience in desktop support (Experience: 1-3 years


- SCCM OSD, Imaging or similar desktop imaging technology

- Active Directory experience

- Office 2010, 2016, Office 365

- Windows XP, 7,8,1,10 installation and deployment

- Windows and Office Patching experience

- Printer support, mapping and troubleshooting

- Remedy or equivalent ticketing system

- Experience with Mobile Iron or other Mobile management software

- Problem solving and troubleshooting

- Excellent documentation and written skills

ADT Security Services Canada, Inc. provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT Security Services Canada, Inc. is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at [Click Here to Email Your Resume] if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

Company Overview

ADT Security Services Canada, Inc is a leading provider of security and automation solutions for homes and businesses in the United States and Canada. ADT Security Services Canada, Inc's broad and pioneering set of products and services, including ADT Security Services Canada, Inc Pulse® interactive home and business solutions, and health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, Florida, ADT Security Services Canada, Inc helps provide peace of mind to nearly seven million customers, and it employs approximately 17,000 people at 200 locations.

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