Job Details - Mark Anthony Group Inc.

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City	Vancouver
State/Province	British Columbia [BC]
Position Title	Help Desk Technician
Full Job Posting	Help Desk Technician Mark Anthony Group is a private, profitable, and prominent alcohol beverage distribution company based in Vancouver with a presence throughout Canada. We market and sell brands from our world-class portfolio including mikes hard lemonade, Palm Bay, Hell’s Gate, wines from Canada’s premiere estate winery, Mission Hill Family Estate, as well as a portfolio of select agency wine and beer brands. We are looking to add to our winning team at our head office in Vancouver and are seeking a full-time Help Desk Technician for a 6 month contract, with the possibility of extending to a permanent position. In this role, you are dedicated to customer service for all users, in both a call center and an onsite environment. You will guide users through the use of a broad range of products, offerings and services, provide identification, prioritization and the resolution of problems following well-defined guidelines and procedures. You will use management database software (“Trackit”) to maintain logs of tasks and issues that are worked on. Key duties and responsibilities: Answer and resolve first (basic) and second (intermediate) level inquiries regarding software and hardware, copiers, phone system, credit/ debit machines, and mobile devices (cellular phone & blackberry) via phone, email and in-person Set up, configure, maintain, troubleshoot, and upgrade hardware (computers, peripherals, telephones, credit/debit machines, mobile devices, etc.), software (MS Office, point of sale, telephone system, etc.) and networks (mobile device to servers) Set up and manage user accounts in network ensuring appropriate access and security Document inquiries and requests thoroughly in the IT tracking system Administer hardware (computer & peripherals), copier, and mobile device inventory Escalate issues to senior IT staff as necessary Assist with meetings and events set-up and take-down as it relates to IT equipment and software as necessary Administer and maintain mobile devices (Blackberry, iPhone, iPad, Android) Setup Cisco VoIP phones and video conferencing equipment based on Lync server and Tandberg Video Server. Write user documentation Troubleshoot computer hardware, software or network Install new software on users’ computers Clean, modify and repair computer hardware including monitors, keyboard and printers Author training manuals and present training classes Evaluation of company hardware and software Provide good customer service to phone calls or emails The ideal candidate will possess: At least 4 years of previous help desk or related experience Proven knowledge of basic hardware and software including familiarity with MS Office 2010, Windows 7, and Visio, Cisco VPN, Cisco VoIP phones, Access Control Administration- Hirsch Experience with Xerox and HP hardware printing platforms and administration Experience with use common ticketing systems: Remedy, Track-IT Experience with SharePoint 2010 and its offline version Knowledge of various remote control applications, TeamViewer, VNC, etc Excellent customer service skills Organized, able to prioritize, manage time effectively, and multitask Knowledge of Networking and wiring, PBX Telephone system, and MS Server end would be considered an asset Ability to lift and carry IT hardware Regularly available to be on-call If you have the desire to learn and grow in a fast paced environment, please apply online at http://markanthony.com/Careers.aspx today! We would like to thank all applicants; however, only shortlisted candidates will be contacted.

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