Desktop Support

The Nationwide Group; Markham; On-site; CAD 50,000 - 75,000; Full time

Job summary

The Nationwide Group seeks a Desktop Support professional to provide technical assistance to end-users, troubleshoot issues, and maintain desktop environments. This role involves collaboration with the IT team to ensure smooth operation of IT systems and support corporate users with hardware and software needs.

Qualifications

• 1 to 4 years related experience preferred.
• Strong understanding of cloud technologies.
• Basic understanding of Linux OS (Ubuntu).

Responsibilities

• Provide technical support to end-users regarding hardware and software issues.
• Install, configure, and maintain desktop and laptop computers.
• Monitor and manage Jira ticketing system.

Skills

Troubleshooting

Technical support

Problem-solving

Communication

Education

Technical Background / Degree Program

Certification such as CompTIA or Microsoft

Tools

Microsoft 365

Jira

Windows

macOS

Linux (Ubuntu)

Job description

Desktop Support

JOB DESCRIPTION

The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions for the real estate industry. Utilizing world-class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations.

TNG benefits from a broad product suite, infrastructure, and industry expertise and has transformed the home purchase, sale, mortgage, and refinance process for consumers, lenders, realtors, and mortgage brokers.

POSITION DETAILS:

This desktop support role will be reporting to the CTO. This role is responsible for providing technical support and assistance to end-users regarding hardware, software, and network-related issues. This role involves troubleshooting and resolving technical problems, maintaining desktop environments, and ensuring smooth day-to-day operations of IT systems.

RESPONSIBILITIES:

• Provide technical support to end-users, including troubleshooting hardware, software, and network issues.
• Install, configure, and maintain desktop and laptop computers, peripherals, and mobile devices.
• Assist all corporate users with problems relating to peripheral devices (printers, monitors, keyboards/mice, etc.), software applications (Microsoft Office, Adobe CC, web browsers), operating systems (Windows 11, macOS, Ubuntu)
• Provide both desk side, and remote support.
• Manage and support user accounts via Microsoft 365
• Monitor and manage Jira ticketing system.
• Support meeting room technologies for corporate meetings.
• Assist with the deployment of new hardware and software, including updates and patches.
• Work with 3rd party partners and vendors, opening tickets with them as required and see through to resolution
• Monitor company network for issues (Wi-Fi and wired)
• Document and maintain IT support procedures and knowledge base articles.
• Collaborate with other IT team members to resolve complex technical issues.
• Provide training and support to end-users to enhance their technical skills and understanding.
• Participate in IT projects and initiatives as needed.
• Perform other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 1 to 4 years related experience and/or training; or equivalent combination of education and experience. Technical Background / Degree Program preferred.
• Strong understanding of current cloud technologies, and ongoing trends
• Proficiency in Windows and macOS operating systems.
• Basic understanding of Linux OS (Ubuntu)
• Knowledge of networking concepts, including TCP/IP, DNS, and DHCP.
• Experience with Microsoft 365, and Jira
• Advanced understanding of Microsoft 365 email functionality
• Ability to work independently and as part of a team.
• Able to discuss the benefits of a Software as a Service Model
• Basic Knowledge of implementation and configuration of enterprise systems such as CRM, PSA, or ERP.
• Certification such as CompTIA or Microsoft a bonus, staff without certifications will be expected to earn them as part of ongoing development
• Strong problem-solving and analytical skills.
• Possesses excellent oral and written communication skills.
• Ability to learn quickly and think creatively.
• Team player with strong interpersonal skills and ability to take a leadership role when necessary.
• Detail oriented individual with the ability to quickly assimilate and apply new concepts, business models, and technologies.
• Ability to lift 25 pounds
• Ability to use a ladder

We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).