Help Desk - Teir 1 Support

Insight Global; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Insight Global in Toronto, Ontario, is seeking a proactive IT Support Specialist to join the Technology & Support Services team. You will provide tier 1 technical support to PointClickCare staff and assist with setup of standard configurations for laptops and mobile devices at the Downtown Office (The Well).

Responsibilities include triage, routing tickets to the right teams, onboarding staff, and documenting workarounds for incidents.

Qualifications

• 2-3 years of experience in a customer-facing role, preferably in retail, hospitality or service environments.
• Hands-on experience with AV equipment for boardroom setups.
• Knowledge of Microsoft applications, hardware setup and software configuration (some networking).
• Experience with Windows-based systems and Microsoft Office/Office 365 is a plus.
• Familiarity with virus protection software.
• Strong verbal and written communication skills.
• Experience using ticketing systems like ServiceNOW.
• Ability to multitask and manage diverse requests and priorities.

Responsibilities

• Triage and provide initial (T1) technical support for all TSS cases.
• Route cases to correct teams within and outside the TSS department.
• Assist in setup and deployment of standard configurations for laptops and mobile devices.
• Support onboarding and help desk services for the Toronto Downtown Office (The Well).
• Investigate and document workarounds for newly discovered incidents.

Skills

Customer facing

Tier 1 support

Windows

Office 365

AV equipment

ServiceNOW

IT onboarding

IT asset management

Multi-tasking

Networking basics

Job description

Job Description

About the Role:

A successful candidate will be part of the Technology & Support Services department, working on the Employee Technology Services team providing tier 1 technical support to the staff of PointClickCare, as well as working at the PointClickCare IT Bar in the Toronto, Downtown Office (The Well)

Key Responsibilities:

• Complete initial (T1) triage and technical support of all cases as they are submitted to the TSS department.
• Ensure proper routing of cases to correct teams within and outside the TSS department based on requested work or reported issue
• Help in setup and deployment of standard configurations for laptop computers and mobile devices
• Onboarding, Technology support and Help Desk solutions for the Toronto, Downtown Office (The Well).
• Investigating, providing and documenting workarounds for newly discovered incidents

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Key Strengths:

• 2-3 years of experience working within a customer-facing role. Experience within a retail, hospitality or customer service environment is considered an asset
• Hands-on experience with A/V equipment for boardroom setups.
• Knowledgeable in administrating Microsoft Applications, hardware setup and software setup/configuration (some networking)
• Experience working with and/or using Windows based systems, Apple OSX operating system, Microsoft Office and/or Office 365 considered an asset
• Working knowledge or hands on experience with virus protection software
• Excellent verbal and written communication skills
• Experience using ServiceNOW or a similar ticketing system to manage workloads
• Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities

Bonus Skills:

• Experience in removal of malware and viruses on user issued equipment
• Experience using AI in a technical capacity to assist in automating daily workloads
• Assist in New-hire employee onboarding
• Tracking, restocking and reporting for IT Asset Management and Inventory.
• Working with the ETS Manager to provide training services to PointClickCare staff on IT systems and equipment
• Providing technical support to remote offices as well as playing a key role in the technical onboarding of new remote sites