Help Desk Technician

Rates.ca; Welland; Hybrid; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Birthday off

Full employer-paid benefits

RRSP Matching Program with Wealthsound

Job summary

Rates.ca Group Ltd. is hiring a proactive Help Desk Technician in a hybrid role serving Welland, ON, and Toronto-area locations. You will be the first point of contact for employees, handling hardware, software, and connectivity issues and supporting Windows and Apple devices.

The role emphasizes customer service, teamwork, and ongoing learning in a fast-paced digital company with a collaborative culture.

Qualifications

• Entry-level Help Desk role supporting hardware, software, and devices.
• Familiarity with Windows 11 and macOS environments preferred.
• Understanding TCP/IP networking and security basics is beneficial.

Responsibilities

• Respond to IT support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Provide remote and on-site assistance to end users.
• Install and support desktops, laptops, printers, and mobile devices (Windows and Apple).
• Assist with Microsoft 365 and other business software.

Skills

Windows/macOS support

Office 365 administration

Networking basics

Hardware troubleshooting

Cybersecurity awareness

Tools

Azure

Intune

System imaging

Job description

Develop Your Career with a Growing Organization with an Open Concept, Enthusiastic Atmosphere.

As Canada's fastest-growing insurance and financial technology company, our culture embodies innovation and entrepreneurship. We're looking to grow our team with people who share our energy and enthusiasm about helping Canadians make better money decisions.

We are looking for a self-motivated Help Desk Technician to join our team. This entry-level position should appeal to candidates who like working and learning with a team of technology enthusiasts and who prefer an informal environment of a successful digital company.

The Help Desk Technician serves as the first point of contact for employees experiencing technology-related issues. This role provides technical support for hardware, software, mobile devices, printers, networking, and user accounts, ensuring timely resolution of incidents and service requests while delivering excellent customer service. The successful candidate will play a key role in ensuring our users have everything they need from a technology standpoint to work efficiently and effectively.

Key Responsibilities

• Respond to IT support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Provide remote and on-site technical assistance to end users.
• Install, configure, deploy, and support desktops, laptops, printers, mobile devices, and peripherals. This includes both Windows and Apple devices.
• Assist with Microsoft 365 applications, Windows, macOS, and other business software.
• Printing systems management and supporting the digital printing ecosystem.
• Perform IT maintenance operations as required.
• Perform other duties and responsibilities as assigned or required by management.

Technical Skills – Required

• Windows, Apple IOS and MacOS troubleshooting skills
• Management and troubleshooting of common software (Office 365, Adobe, etc.)
• An understanding of the basic TCP/IP networking concepts
• Desktop and laptop hardware troubleshooting and repair skills
• Windows 11 (and in future any new Windows Operating Systems) Administration
• Microsoft 365 (and in future any new Office suite) Administration.
• Basic knowledge of networking, telecom and web application technologies
• Good, solid basic understanding of the concepts for Information Security, Data Security and Cybersecurity

Nice to have:

• Experience with Azure and Intune
• Technically proficient with system imaging, recovery and backup software

Soft Skills

• Excellent verbal and written communication skills
• Strong organizational and documentation skills
• Ability to prioritize competing requests
• Critical thinking and problem-solving capabilities
• Reliability with the ability to work independently and collaboratively in a hybrid environment
• Adaptability and willingness to learn new tools and applications

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation Certification

Physical Requirements

• Ability to lift and move IT equipment up to 50 lbs (23 kg).
• Ability to travel occasionally between office locations as required (Welland and Toronto)

If you are looking for the opportunity for your career to take off, you’ve come to the right place!

• You get your Birthday off!
• Full employer-paid benefits
• RRSP Matching Program with Wealthsimple
• Annual holiday festivities, free lunches and so much more
• Helping you help others with our paid volunteer programs
• Employee satisfaction survey for you to voice your opinion on working at Rates.ca Group Ltd.
• Lounge and games room - ping-pong, foosball, and more!

The compensation package consists of a competitive salary, benefits, and an incentive bonus.

Find out what it is like working at Rates.ca here: https://corporate.rates.ca/

Check out the primary brands that we work on here: https://corporate.rates.ca/#brand-snippet-ratesdotca

Rates.ca Group Ltd. and its subsidiaries are committed to being an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. We believe that diversity, equity and inclusion are critical to our mission - creating a foundation for a creative workplace that leads to innovation and growth. We value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

We are committed to working with and providing accommodations to candidates and employees with physical or mental disabilities. If you require accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [e-mail].