OverView This is a 1 or 2 year contract. A minium of 2 hours a day and 6 hours on weekends which can increase based on performace and skills. The work scope can also be increased to creating SOPs etc after a few months. You will not need to speak to clients all work is done via tickets emails and maybe teams. 2 week intensive training will be provided Role Education Requirement: College Diploma and/or University Degree in Computer Science 5 Years of equivalent work related experience Knowledge of retail IT an asset Advanced Knowledge of ServiceNow an asset ITIL based case management tracking systems [ticketing tools] must have Strong PC troubleshooting skills must have Independent, proactive self-starter. Intermediate knowledge of Office 365, Active Directory, outlook Adobe PDF reader To provide 1st and 2nd level technical Desktop support to users through incident management tickets Interaction with all levels of organization. Strong problem solving skills to ensure hardware and software incidents are addressed in a proactive fashion. Maintain high degree of awareness and understanding of all new and current dealer applications and productivity tools. Provide technical end-user support needs via e-mail and teams Track all incident management and request management activities through the case management system(ServiceNow) Create, modify and disable user and computer accounts as required[primary accounts include: Active Directory, Mainframe / as400 ] Recognize trends and fault patterns and escalate potential incidents Maintain a high level of awareness in technology and industry trends