Help Desk Specialist

Dental IT Corporation; Richmond Hill; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Technical Support Specialist to provide exceptional customer service and technical assistance. In this role, you will be responsible for delivering 1st and 2nd level support, diagnosing hardware and software issues, and ensuring effective communication with customers. Your expertise will help maintain high service levels and contribute to a comprehensive knowledge base. Join a dynamic team that values service excellence and offers opportunities for professional growth in a fast-paced environment. If you are passionate about technology and customer service, this position is perfect for you.

Qualifications

• 5+ years in Help Desk or Technical support roles.
• University degree or college diploma in IT or equivalent experience.
• Certification of A+ or equivalent is preferred.

Responsibilities

• Provide 1st and 2nd level incident support and resolution.
• Diagnose and resolve Hardware, Software, Network, and Email issues.
• Create and maintain a comprehensive Knowledge Base.

Skills

Customer Service

Technical Support

Problem-Solving

Communication Skills

Multitasking

Teamwork

Organizational Skills

Education

University Degree in Information Technology

College Diploma in Information Technology

Tools

MS Server 2012/2016/2019/2022

Active Directory (AD)

LAN/WAN

Router/Switches

Antivirus Software

VPN

SQL

Microsoft Office 2016/2019/365

Microsoft Outlook

Job description

Summary:

This role focuses on delivering exceptional customer service support within established service level agreements, adhering to both company and industry standards. The specialist is responsible for providing prompt, reliable, and accurate information to customers, ensuring effective communication at all times. All duties and responsibilities are performed in alignment with the Core Values of Dental IT Corporation.

Responsibilities and Duties:

1. Provide 1st and 2nd level incident support and resolution
2. Interact with customers to provide and process information in response to inquiries, concerns, and requests
3. Diagnose and resolve Hardware, Software, Network, Internet, Email and Peripherals issues
4. Escalate incidents as necessary per established escalation policies and SLAs
5. Direct unresolved issues to the next level of support
6. Escalate issues to Level 3/4 resources efficiently
7. Create, follow-up and update customer status and information
8. Record, track, and document the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
9. Create and maintain a comprehensive Knowledge Base
10. Follow IT Policies and Procedures
11. Provide support for hardware and software rollout projects
12. Perform all other duties as assigned by the supervisor

Qualifications and Skills:

1. University Degree or College Diploma in a related field of Information Technology, or equivalent experience
2. Minimum of 5 years’ work experience in a Help Desk or Technical support role, preferably in a mid to large size organization
3. Extensive application support experience (3-5 years MS Server 2012/2016/2019/2022, AD, LAN/WAN, Router/Switches, Internet and Network Security, Antivirus, VPN and Backup)
4. Extensive hardware support experience (3-5 years Desktop, Server, LAN/WAN, Router/Switches, Firewall support)
5. Good understanding of DNS, DHCP, TCP/IP, Group policies, SQL and OS virtualization
6. Knowledge of Microsoft Office 2016/2019/365, setup and troubleshooting
7. Proven experience providing support while working with 3rd party hardware and software vendors
8. Confident and effective communication (written & verbal) and interpersonal skills
9. Highly service-oriented with exceptional customer service, organizational and follow-up skills
10. Certification of A+ or equivalent
11. Dental software knowledge is an asset
12. Basic ITIL knowledge
13. Strong computer literacy, Windows desktop & server, networking and Internet knowledge
14. Knowledge of Microsoft Outlook, Exchange, email setup & troubleshooting
15. Punctual and committed to work schedules
16. Able to multitask in a fast-paced environment
17. Strong teamwork skills and accountability

Please send resume to [e-mail]

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.