IT Service Desk Specialist

Dnsnetworks; Ottawa; On-site; CAD 45,000 - 60,000; Full time

Job summary

A growing company in Ottawa is looking for a Level 1 IT Service Helpdesk Agent. The role involves providing technical support and resolving issues for end-users. Candidates should have strong troubleshooting skills and a commitment to excellent customer service. This position offers a supportive team environment with opportunities for growth in the IT support field.

Benefits

Supportive team culture

Continuous learning opportunities

Competitive salary and benefits package

Qualifications

• 2–3 years of experience in IT helpdesk or technical support.
• Hands-on experience with Windows 10/11 and Microsoft 365.
• Strong troubleshooting skills and excellent communication.

Responsibilities

• First point of contact for end-users seeking technical assistance.
• Troubleshoot and resolve issues related to hardware and software.
• Document incidents and service requests in the ticketing system.

Skills

Troubleshooting

Customer Service

Technical Support

Communication

Organization

Education

CompTIA A+

Microsoft 365 Fundamentals

Tools

Active Directory

Windows 10/11

Microsoft 365

Ticketing Systems

Job description

Helpdesk Agent:

Job Title: Level 1 IT Service Helpdesk Agent (Experienced)
Department: IT Support Services
Location: Ottawa, Ontario
Position Type: Full-Time

Overview:

We are seeking a reliable and technically adept Level 1 IT Service Helpdesk Agent with proven hands-on experience to join our growing IT support team. While this is a Level 1 role, we're looking for someone who brings practical expertise, strong troubleshooting skills, and a commitment to delivering outstanding customer service. You’ll be the first point of contact for technical support requests, responsible for resolving or escalating issues related to hardware, software, networking, and user access.

Key Responsibilities:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve common issues related to desktops, laptops, mobile devices, printers, VoIP systems, and peripherals.
• Provide Level 1 support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows OS, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 or Level 3 teams following established escalation protocols.
• Document all incidents, service requests, and resolutions in the ITSM/ticketing system accurately and timely.
• Perform user account management tasks, including password resets, access control, and account provisioning.
• Support onboarding and offboarding processes by setting up workstations and configuring standard software.
• Educate users on basic IT security practices, software usage, and self-help resources.
• Assist with hardware deployment, inventory tracking, and basic preventative maintenance tasks.

Required Skills & Experience:

• 2–3 years of experience in a similar IT helpdesk or technical support role.
• Strong troubleshooting skills with the ability to diagnose and resolve Level 1 technical issues.
• Hands-on experience with Windows 10/11, Microsoft 365, and common desktop applications.
• Familiarity with Active Directory, ticketing systems (e.g., SyncroMSP or similar), and remote support tools.
• Basic understanding of network concepts (IP addressing, DNS, DHCP, VPN).
• Excellent written and verbal communication skills, with a customer-first attitude.
• Strong organizational skills and attention to detail.

Preferred Qualifications (Assets):

• CompTIA A+, Microsoft 365 Fundamentals, or equivalent certification.
• Experience working in a Managed Service Provider (MSP) environment.
• Exposure to ITIL-based service delivery practices.
• Familiarity with macOS or Linux systems.

What We Offer:

• A supportive and collaborative team culture
• Continuous learning and professional development opportunities
• Competitive salary and benefits package
• Opportunities to grow within the IT support and infrastructure team

Apply Now if you have a passion for technology, a problem-solving mindset, and want to be part of a dynamic IT support environment.

Languages:

English (Fluent)

French (Preferred)