Hybrid IT Service Desk Technician — On‑Call Support

Socket.dev; Ottawa; Hybrid; CAD 50,000 - 55,000; Full time

Job summary

Alterna Savings is seeking a Service Desk Technician to deliver front-line IT support across end users, recording incidents in the service system and providing clear, professional communication. You will troubleshoot hardware and software issues, guide users through resolution steps, and contribute to knowledge sharing while operating in a hybrid work setup.

The role requires A+ and Office365 certifications, ITIL knowledge is a plus, and a strong customer-service mindset.

Qualifications

• Excellent technical knowledge of network and PC hardware.
• Hands-on hardware troubleshooting experience.
• Experience with Windows and Mac OS desktop environments.
• Proficiency with MS Office 365 and AV equipment.

Responsibilities

• Field incoming support requests via phone, IM, and email in a courteous manner.
• Provide first-level contact and resolutions to end-user issues.
• Track, route, and document service desk requests to appropriate resources.
• Update user data and produce activity reports.
• Walk users through problem solving and follow up to resolution.
• Operate in a hybrid work model and participate in on-call rotations.

Skills

Network knowledge

PC hardware

Desktop OS support

Microsoft 365 support

AV equipment familiarity

Communication skills

Education

A+ Certification

Office365 Certifications

ITIL – Optional

Tools

Freshservice

Asset management

Job description

Alterna Savings is seeking a Service Desk Technician to deliver front-line IT support across end users, recording incidents in the service system and providing clear, professional communication. You will troubleshoot hardware and software issues, guide users through resolution steps, and contribute to knowledge sharing while operating in a hybrid work setup.

The role requires A+ and Office365 certifications, ITIL knowledge is a plus, and a strong customer-service mindset.