IT Help Desk Support I

Your Neighbourhood Credit Union (YNCU); Kitchener; On-site; CAD 42,000 - 60,000; Full time

Job summary

Your Neighbourhood Credit Union (YNCU) is seeking an IT Help Desk I to provide timely, professional technical support to end users. You will be the first point of contact for hardware, software, and access issues and will troubleshoot, document, and resolve requests via phone, email, remote desktop, and in-person support.

You will work with the IT team to improve processes and customer experience, handling tickets, tracking metrics, and assisting with basic installations and updates across

Qualifications

• Post-secondary degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent relevant experience will be considered.
• 1–2 years of experience in a help desk, desktop support, technical support, or similar IT environment preferred.
• CompTIA A+ and/or Network+ certification is an asset.
• Practical knowledge of current Microsoft Windows operating systems, Microsoft 365, Microsoft applications, and Microsoft Azure.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general networking concepts.
• Familiarity with computers, printers, mobile devices, and common workplace technology
• Demonstrated troubleshooting and problem-solving abilities.
• Strong customer service and end-user support skills.
• Must be bondable.

Responsibilities

• Serve as the first point of contact for hardware, software, access, and other technology-related issues.
• Troubleshoot issues by gathering relevant information, identifying root causes, and determining appropriate solutions.
• Guide end users through troubleshooting processes in a clear, patient, and professional manner.
• Diagnose and resolve technical issues within the scope of the Help Desk role.
• Follow up with users to confirm issues are resolved and ensure a positive customer experience.
• Respond to and manage service requests in a timely manner based on priority, severity, and business impact.
• Accurately create, categorize, update, and maintain help desk tickets.
• Track service metrics and identify recurring issues or opportunities to improve IT processes and support.
• Perform basic installation, configuration, maintenance, and updates of hardware, software, peripherals, and related technology.
• Provide support for Microsoft Windows, Microsoft 365, Microsoft applications, and Microsoft Azure.
• Assist with basic network connectivity and troubleshooting, including TCP/IP, DNS, VPN, routing, and firewalls.
• Maintain accurate hardware asset records and assist with IT asset management.
• Protect confidential, sensitive, and proprietary information.
• Contribute to a collaborative, supportive, and customer service-oriented IT team.
• Perform other duties and IT-related projects as assigned.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Documentation

Teamwork

Education

Post-secondary IT degree/certificate

Tools

Windows OS

Microsoft 365

Microsoft Azure

DNS/DHCP

Job description

What You’ll Be Doing

The IT Help Desk I provides responsive, professional, and customer-focused technical support to the organization’s end users. Serving as the first point of contact for technology-related issues, the IT Help Desk I is responsible for receiving, prioritizing, documenting, troubleshooting, and resolving requests through phone, email, remote desktop, and in-person support.

The IT Help Desk I will combine strong technical troubleshooting skills with excellent customer service, communication, and problem-solving abilities while working collaboratively with the broader IT team.

• Serve as the first point of contact for hardware, software, access, and other technology-related issues.
• Troubleshoot issues by gathering relevant information, identifying root causes, and determining appropriate solutions.
• Guide end users through troubleshooting processes in a clear, patient, and professional manner.
• Diagnose and resolve technical issues within the scope of the Help Desk role.
• Recognize and escal
• Follow up with users to confirm issues are resolved and ensure a positive customer experience.
• Respond to and manage service requests in a timely manner based on priority, severity, and business impact.
• Accurately create, categorize, update, and maintain help desk tickets.
• Track service metrics and identify recurring issues or opportunities to improve IT processes and support.
• Perform basic installation, configuration, maintenance, and updates of hardware, software, peripherals, and related technology.
• Provide support for Microsoft Windows, Microsoft 365, Microsoft applications, and Microsoft Azure.
• Assist with basic network connectivity and troubleshooting, including TCP/IP, DNS, VPN, routing, and firewalls.
• Maintain accurate hardware asset records and assist with IT asset management.
• Protect confidential, sensitive, and proprietary information.
• Contribute to a collaborative, supportive, and customer service-oriented IT team.
• Perform other duties and IT-related projects as assigned.

How You’ll Succeed

Success in this role means providing timely, reliable, and professional technical support while creating a positive experience for every end user. The ideal candidate takes ownership of issues, communicates clearly, follows through on commitments, and contributes to continuous improvement within the IT team.

What we are looking for

• Post-secondary degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent relevant experience will be considered.
• 1–2 years of experience in a help desk, desktop support, technical support, or similar IT environment preferred.
• CompTIA A+ and/or Network+ certification is an asset.
• Practical knowledge of current Microsoft Windows operating systems, Microsoft 365, Microsoft applications, and Microsoft Azure.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general networking concepts.
• Familiarity with computers, printers, mobile devices, and common workplace technology
• Demonstrated troubleshooting and problem-solving abilities.
• Strong customer service and end-user support skills.
• Ability to occasionally lift and move equipment weighing up to approximately 40 lbs.

• Must be bondable.

Reports to: Manager, IT Infrastructure & Operations

Job Type: Regular Full-Time

The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.