IT Help Desk - Level I Support Analyst

Simnet Inc.; Ontario; On-site; CAD 45,000 - 60,000; Full time

Job summary

A dynamic technology company in Whitby Southeast is seeking an L1 Support Technician to be the first point of contact for clients. The role involves troubleshooting, maintaining documentation, and providing hands-on support with various applications. Ideal candidates will have a college diploma in computer science and a passion for helping others. The company offers a supportive environment with opportunities for growth and a focus on excellent customer service.

Benefits

Extended health and dental care benefits

Group RRSP matching program

Health spending account

Continuing education opportunities

Work-from-home options

On-site parking

Casual dress code

Free snacks and drinks

Company events and outings

Qualifications

• 1+ years of solid IT help desk experience.
• Experience in managed services (MSP) or value-added reseller (VAR) environments is a plus.

Responsibilities

• Be the first point of contact for clients, managing tickets.
• Perform hands-on fixes at the desktop level.
• Maintain detailed documentation of requirements and solutions.

Skills

Troubleshooting

Communication

Interpersonal Skills

Education

College diploma or university degree in computer science

Tools

Microsoft Active Directory

Windows Server

O365

Job description

Whitby Southeast, Canada | Posted on 05/07/2025

Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our clients' lives.

We are in search of our next superstar. As the L1 Support technician, you will be the first point of contact for many clients. We are looking for a friendly technician who is passionate about helping others. If you have superb troubleshooting skills and want to work hands-on with the newest technology, then Simnet may be a great fit for you.

Responsibilities:

• Be hands-on with numerous applications. No two clients are alike, so there is no end to the variety of things you will work on each day.
• Be the first point of contact for our clients – closing or escalating tickets in a timely manner.
• Maintain detailed documentation of requirements and solutions.
• Support and deploy software using distribution tools and processes as requested by end users.
• Build rapport and elicit problem details from servicedesk customers.
• Prioritize incidents and service requests according to defined processes to meet SLAs.
• Use remote tools and diagnostic utilities to aid troubleshooting.
• Research solutions through internal and external knowledge bases as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Test fixes to ensure incidents are adequately resolved.
• Contribute to the technician knowledge base and share knowledge with all.
• Provide suggestions for continual improvement.

Requirements:

• Strong understanding and hands-on experience with: computer and server hardware, basic networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS), Windows Server (multiple versions), Microsoft Active Directory, Microsoft Exchange, and O365.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. You will have 6 months after the start date to achieve this if not already certified.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Experience maintaining timely and accurate helpdesk records using the ticketing system.

Qualifications:

- College diploma or university degree in computer science and 1+ years of solid IT help desk experience. Experience in managed services (MSP) or value-added reseller (VAR) environments is a plus.

- Additional qualifications include:

• MSCE, MCE, MCP, or equivalent certifications.
• Network+ certification.
• Fortinet NSE4 certification.

Benefits:

• Extended health and dental care benefits.
• Group RRSP matching program.
• Health spending account.
• Continuing education opportunities.
• Work-from-home options.
• On-site parking.
• Casual dress code.
• Free snacks and drinks.
• Company events and outings.

If you are a highly motivated individual with a passion for leading and managing operations, and possess the skills and experience we are looking for, we encourage you to apply for this exciting opportunity and consider joining us at Simnet Inc. We believe that providing excellent service and creating happy customers is the way to build a valuable, enduring company that people love. Let's work together to build a better future!