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Desktop Field Support Technician (3-6 Months Contract)


This is a Contract position in Toronto, ON posted July 28, 2017.

Temporary Position (3 to 6 Months)

Position Summary:

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Arvato client end users and Arvato staff. The employee in this position also assists in the maintenance and testing of network hardware, servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. This position has a focus on Apple products.

Overall Responsibilities:


  • Diagnosing and troubleshooting desktop system, printer and operating problems
  • Consulting and instructing users on hardware and software questions/issues
  • Collaborate with IT Service Desk, Network, and Infrastructure teams
  • Install, maintain and upgrade equipment and its associated infrastructure
  • Runs diagnostic tests to isolate system problems and make recommendations for potential solutions
  • Operating Systems Windows, OS-10.X
  • MS Office (Windows and Mac) software
  • Mac imaging solutions and ability to create Mac images specifically JAMF & SCCM
  • Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, Bomgar etc
  • Experience with enterprise wide rollouts of new operating systems and software
  • Hands on experience removing viruses and spyware using various tools
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and dispatched requests for technical support
  • Documents, tracks and monitors the problem to ensure a timely resolution RAF Effective date 5/03/10
  • Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as phones, cell phones, PDAs, iPhones and iPads

Job Requirements:

Formal Education/Certifications

  • Undergraduate degree in a relevant field or CompTIA A+ Certification
  • Preferred – Microsoft Certified Desktop Technician certification
  • Desired – ITIL Foundations v3 certification

Knowledge & Experience

  • 1-3 years experience in desktop support
  • Macintosh experience including mid level support of Mac computers, iPhone, iPad.
  • A working knowledge of integrating Macintosh systems into an Active Directory Domain environment.
  • Demonstrated knowledge and ability to remotely manage client systems
  • Experience with security and anti-virus products for Macs and Windows
  • Understanding Active Directory and network accounts and relationships to effectively support end-users
  • Understand basic networking technologies (LAN/WAN and wireless)
  • Mac Server experience a plus
  • Familiarity with JAMF a plus
  • Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  • Virtual desktop troubleshooting for remote staff.
  • Perform laptop, desktop, printer and hardware setup and configurations
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Provides support to on a variety of technical issues – examples include: desktop, laptop hardware and software; network troubleshooting, in collaboration with the network infrastructure group.

About our company:
Arvato – the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.