IT HELP DESK AGENT

Buskeros; Vancouver; Remote; CAD 45,000 - 65,000; Full time

Job summary

A leading technology company is looking for a dedicated Help Desk Tier 1 Agent in Vancouver. You will provide first-line technical support, resolving various issues while collaborating with internal teams. Join a people-first culture that values innovation and personal growth, offering excellent benefits and compensation.

Benefits

Excellent compensation in US Dollars

Training allowances

Personal time off (PTO)

Hardware setup for remote work

Work with global teams

Qualifications

• 2 to 3 years of experience in a Tier 1 IT Support role.
• Strong understanding of Active Directory and troubleshooting across hardware and software.
• Experience with Microsoft Application Suite and remote support tools.

Responsibilities

• Act as the first point of contact for technical support inquiries.
• Diagnose and resolve hardware, software, and connectivity issues.
• Maintain accurate records in the ticketing system and escalate unresolved issues.

Skills

Communication

Problem-solving

Empathy

Multitasking

Education

Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Certified)

Tools

PowerShell

Ticketing systems (e.g., Zendesk, Jira, Freshdesk)

Job description

Launchpad, a people-first technology company, is a leader in North America's rapidly growing tech sector. Through two solutions, Launchpad supports its clients with digital transformation :

• PaasportTM, our iPaaS solution, streamlines software integration and automates workflows.
• Nearshore Staff Augmentation, our managed IT staffing service, connects top IT talent across various geographical regions, bringing industry expertise to leading clients.

Based in Vancouver, Canada, our operational footprint spans across North and South America, with a second headquarters in Santiago, Chile. In 2023, our unwavering dedication to innovation garnered recognition as a Deloitte Technology Fast 50 Program Company. Our clientele boasts industry leaders such as Walmart, GM, TIME Magazine, Salesforce, Tableau, Splunk, Bolt.com, Freedom House, and more.

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you're seeking a place to achieve your goals and dreams with fairness and integrity, then we'd love to hear from you.

We are seeking a dedicated and skilled Help Desk Tier 1 Agent to join our team. In this role, you will provide first-line technical support to internal users, ensuring quick resolution of hardware, software, and networking issues. The ideal candidate will demonstrate exceptional communication skills, technical expertise, and a proactive approach to problem-solving.

Responsibilities

• Act as the first point of contact for all technical support inquiries via phone, email, chat or specific Help Desk tools.
• Diagnose and resolve complex technical issues related to hardware, software, devices, drivers, connectivity, and in-house applications.
• Escalate unresolved issues to in-house Tier 2 / Tier 3 support teams with clear documentation of troubleshooting steps.
• Maintain accurate records of all support interactions and resolutions in the ticketing system.
• Utilize knowledge bases, manuals, and established processes to address and resolve user issues effectively – IT Glue.
• Collaborate with internal teams to identify recurring issues and recommend solutions.
• Multi-factor Authentication setup for new users.
• Onboarding and Offboarding users using PowerShell script.
• Maintain and install the standard image for corporate devices.
• Setting up iPhones / iPads.
• Help maintain internal IT documentation in IT Glue.
• Work with other IT teams, such as Infrastructure, Security or database administrators, to resolve issues.

Requirements

• Proven experience of 2 to 3 years in a Tier 1 IT Support role or similar.
• Strong understanding of Active Directory.
• Hardware (laptop, desktop, iPhone, iPad, printers, peripherals) and software troubleshooting.
• Networking basics and connectivity issues.
• Microsoft Application Suite (e.g., Outlook, Teams, Word, Excel).
• Familiarity with ticketing systems and remote support tools (e.g., Zendesk, Jira, Freshdesk).
• PowerShell knowledge.
• Security experience a plus.
• Exceptional communication skills in English.
• Strong problem-solving and multitasking abilities.
• Empathy and patience in addressing user concerns.
• Availability for rotational shifts and / or on-call support.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified : Modern Desktop Administrator are a plus.
• Experience supporting internal clients in a corporate environment.

Why work for Launchpad?

• 100% remote.
• People first culture.
• Excellent compensation in US Dollars.
• Hardware setup for working from home.
• Work with global teams and prominent brands based in North America, Europe, and Asia.
• Training allowances.
• Personal time off (PTO) for vacations, study leave, personal time, etc.
• and more!

At Launchpad, we genuinely care about our people as individuals. If you are looking for a team that values growth, drive, and passion for your craft, if you're seeking a place to achieve your goals and dreams with fairness and integrity, then you are the future of Launchpad. Launchpad is committed to fostering a diverse and representative workforce and an inclusive work environment where all employees are respected and treated equally.

Are you ready to elevate your career at Launchpad? We want to hear your story! Contact us today.

APPLY HERE : https : / / job-boards.greenhouse.io / launchpadtechnologiesinc / jobs / 4423040006?gh_src=68a768c26us

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