Help Desk Specialist

Graybar Canada; Halifax; On-site; CAD 40,000 - 60,000; Full time

Job summary

Graybar Canada is seeking a bilingual Helpdesk Specialist for providing technical support and customer service to its employees. The role involves troubleshooting various systems and software, ensuring a seamless tech experience. Ideal candidates will have a diploma in computer science, extensive knowledge of Microsoft applications, and a passion for improving user experience in a fast-paced environment.

Benefits

TELUS Health Virtual Care

Cost shared Health and Dental Benefits

Employer Profit Sharing Program

Tuition Reimbursement Program

Qualifications

• 2+ years' experience with Microsoft 365, Active Directory, and Windows Server.
• Fluent in English and French with advanced grammar skills.
• Experience with basic networking troubleshooting.

Responsibilities

• Provide technical support for a variety of applications and services.
• Perform intermediate level troubleshooting and maintain documentation.
• Monitor security tools and respond to security events.

Skills

Bilingual (French and English)

Technical troubleshooting

Customer service

Microsoft 365

Education

Diploma or degree in computer science or related courses

Tools

Jira Service Management

Microsoft Intune

SAP Business One

Job description

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Graybar Canada

Graybar Canada offers a competitive compensation and benefits package including :

• TELUS Health Virtual Care
• Cost shared Health and Dental Benefits
• Life & AD&D Insurance
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Position Summary :

The Helpdesk Specialist provides customer service and tech support to Graybar Canada employees for applications, systems, and services in French and English languages.

Major Responsibilities :

• Provide assessment, perform intermediate level technical troubleshooting and support, and where possible, provide resolution.
• Provide remote assistance to end-users using TeamViewer or Windows Remote Assistance.
• Provide technical support for Microsoft Windows, Microsoft Office, Apple iOS, Android, software, hardware, basic networking, telephony, and a wide range of apps and services.
• Monitoring and maintain devices, operating systems, applications, and software update deployments using Microsoft Intune and Configuration Manager and related tools.
• Provide support for Microsoft 365 apps and services such as Microsoft Office, Microsoft Teams, SharePoint, and Microsoft Exchange.
• Provide support for ERP (SAP Business One and Infor SX Enterprise) and related applications such as troubleshooting, report generation, account onboarding and offboarding, data entry, and training.
• Monitor daily backup tasks, report warnings or failures to appropriate business groups, and prepare tape backups for offsite pickup and delivery.
• Develop and maintain documentation.
• Work with partners and consultants on escalated issues, contracts, or projects.
• Enroll in technical training when and complete certifications when directed.
• Proactively monitor security tools, responding to and resolving security events or escalating complex issues to appropriate teams.
• Proactively create or update of technical knowledge base articles using Atlassian Confluence and Jira Service Management.
• Take ownership of escalated requests and issues and follow-up with end users to provide status updates.
• Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures.
• Analyze systems and map processes using Microsoft Visio and related tools.
• Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives.
• Participate in on-call schedule rotation (weekly, once every 6-8 weeks).
• Adhere to company policies and industry regulations.

Requirements :

• Diploma or degree with concentration in computer science or computer related courses.
• 2+ years' experience working with Microsoft 365, Active Directory, Windows Server, Microsoft Exchange Online, Intune, and Entra ID (Azure Active Directory).
• Must be able to speak and write fluent English and French with advanced grammar and composition skills.
• Bilingual : French and English is required.

Preferred Skills & Experience :

• Desire to improve the overall technical user experience with relation to apps, services, and helpdesk.
• Experience with application deployment and patch management.
• Experience in technical customer support.
• Experience troubleshooting basic networking issues.
• Experience with helpdesk management software, such as Jira Service Management, and other tools, to effectively lead, manage, monitor, and helpdesk escalations.
• Experience with SAP Business One, Infor SX Enterprise Distribution, or similar ERP applications.
• Highly self-motivated and detail oriented.
• Enthusiasm for continual learning with a passion for learning innovative technology.
• Effective verbal, written and interpersonal skills. Ability to speak to technical-level staff and develop written reporting and presentational content with level-appropriate messaging up to and including the senior executive level.
• Strong communications, organizational, and problem-solving skills.
• Experience working in a team-oriented, collaborative environment.
• The above is a brief outline of position responsibilities and does not intend to be all-inclusive of the current or future duties, responsibilities or reporting relationships.

Working Conditions :

• Ability to sit continuously for over 2 / 3 of normal work shift, and stand, walk, and reach with hands and arms for at least 1 / 3 of the normal work shift
• Ability to talk or hear continuously
• Finger dexterity is required frequently for over 2 / 3 of the normal work shift
• Ability to stoop, kneel, crouch, or crawl up to 1 / 3 of the normal work shift
• Ability to lift 50 pounds
• Ability to climb stairs occasionally
• May be required to work weekends and holidays as business necessitates, on rare occasion

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Wholesale

Referrals increase your chances of interviewing at Graybar Canada by 2x

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr

Create a job alert for this search