IT Desk-side Technician

The Independent Order of Foresters; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading financial services company in Toronto is seeking an IT Desk-side Technician to provide technical support to end users. The role involves troubleshooting, maintaining systems, and ensuring high service levels. Ideal candidates have 3-5 years of IT experience and strong problem-solving skills. This full-time position offers a hybrid work model.

Qualifications

• 3-5 years of experience in customer service within Information Technology.
• ITIL V3 Foundation Level certification is an asset.
• Experience supporting end-user devices in a corporate environment.

Responsibilities

• Provide remote and onsite support for end user computing.
• Troubleshoot client/server communication issues.
• Interface directly with customers to resolve queries.

Skills

IT Experience

Network Administration

Active Directory

LAN

Computer Networking

Computer Skills

Windows

Remote Access Software

Help Desk

IT Support

Operating Systems

Troubleshooting

Education

University degree or equivalent experience in IT

Tools

Altiris deployment and packaging

Exchange

Active Directory

File Share management

Job description

Career Opportunity

Role Title

IT Desk-side Technician

Purpose of role

The IT Deskside Technician is responsible for providing technical support to end users enterprise-wide, ensuring that IT services and service levels are met, and maintaining the availability and reliability of end user systems and applications during business hours.

This role involves addressing and resolving issues that impact the business end user community. It offers opportunities to develop technical support skills in a large corporate environment and exposure to a broad range of technologies. The successful candidate will engage directly with internal and external customers at all levels, providing superior support and innovative solutions.

The role requires regular interaction with various areas, requiring deep and broad technical experience related to Deskside systems in both infrastructure and application environments.

Continuous process improvement and cost-effective innovation are essential to enable synergy within the IT Deskside Support team and other IT and Business groups.

Job Description

Key Responsibilities

• Provide remote and onsite support for end user computing, mobile devices, peripherals, and software.
• Troubleshoot client/server communication issues, service failures, and perform hardware diagnostics, repairs, and re/installation where applicable.
• Interface directly with customers to resolve queries and incidents.
• Install, diagnose, repair, maintain, and upgrade all PC equipment.
• Image workstations for new deployments.
• Troubleshoot problem areas in a timely and accurate fashion.
• Handle and resolve incidents and requests, prioritizing as directed by the TL IT Operations, while adhering to service level agreements.
• Maintain comprehensive documentation and manage knowledge base entries.
• Perform asset management activities for all IT equipment.
• Provide asset management reports weekly and monthly to the TL IT Operations.

Key Qualifications

• 3-5 years of experience in customer service within Information Technology.
• A university degree or equivalent experience in IT processes, infrastructure, and applications within production/operations.
• ITIL V3 Foundation Level certification is an asset.
• Experience supporting end-user devices in a corporate environment.
• Excellent problem-solving and communication skills.
• High customer service orientation with the ability to manage and prioritize customer expectations.
• Ability to work effectively in a fast-paced environment with multiple priorities.
• Experience working in a client-facing role within an ITIL framework.
• Ability to work independently and manage time effectively.
• Strong experience with Microsoft products, including Windows and Office/365.
• Experience with remote support tools, Altiris deployment and packaging, Exchange, Active Directory, and File Share management.
• Strong team player with professional appearance in client-facing roles.
• Potential for after-hours support and light travel.

LI-Hybrid

Foresters Financial is committed to equal opportunity employment and inclusion. We embrace Inclusion, Diversity, and Equity (IDE) as core strategic objectives, fostering strong, innovative teams where all employees can be authentic.

We strive to provide accessible candidate experiences for individuals with different abilities. If accommodations are needed during the recruitment process, please contact us in advance.

Thank you for your interest in Foresters. Only candidates selected for further consideration will be contacted by our Talent Acquisition Team.

Required Experience :

Key Skills

IT Experience, Network Administration, Active Directory, LAN, Computer Networking, Computer Skills, Windows, Remote Access Software, Help Desk, IT Support, Operating Systems, Troubleshooting

Employment Type : Full-Time

Experience : 3-5 years

Vacancy : 1