IT Support Helpdesk

Patron Career Staffing; Ontario; On-site; CAD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Desktop Support Specialist to enhance their IT support team. In this role, you'll be the first point of contact for users requiring technical assistance, utilizing your problem-solving skills to address a variety of issues related to software, hardware, and networking. Your expertise will help ensure seamless operations and a high level of customer satisfaction. If you're passionate about technology and thrive in a dynamic environment, this is a fantastic opportunity to grow your career while making a significant impact on user experience and IT service delivery.

Qualifications

• 3+ years of related experience in IT support preferred.
• Ability to handle user support and customer service effectively.

Responsibilities

• Provide technical assistance and support for incoming queries.
• Manage assets and maintain server room equipment.

Skills

Technical Support

Communication Skills

Problem-Solving

Interpersonal Skills

Multitasking

Education

Relevant IT Certifications

Tools

Microsoft Office

VMware

Active Directory

Powershell

MS SharePoint

Job description

The Desktop Support Specialist answers incoming calls and uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Desktop Support Specialist escalates unresolved problems/issues/requests to the proper tier 2 support team. Troubleshooting basic end-user issues on various software applications, hardware, network, and telecommunications systems and providing basic desktop support.

Essential Duties and Responsibilities:

1. Information Technology

• The primary responsibilities are user support and customer service. Being present and available to clients requiring technical assistance.
• Respond to questions from all emails and callers.
• Become familiar with each client and their respective applications.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Core Applications, and each team in the IT Department.
• Maintain server room equipment and environment.
• Manage assets using asset management software.
• Conduct quarterly asset counts with IT and Finance teams to ensure corporate compliance.
• IP Mask: Configurations of IP sub mass of A, B, and C classifications.
• Manage purchasing of consumables needed for the office.
• Data Classification: Handling restricted information with the appropriate personnel without compromising confidentiality.
• Other duties as assigned by the Senior Network Manager.

Requirements:

1. Education:

• Relevant IT certifications are an asset.

Knowledge:

• Ability to utilize the applications for Microsoft Office for support, reporting, and documentation.
• Excellent oral and written communication skills; ability to provide technical support in person and over the phone.
• Interpersonal skills and ability to work with others; professional demeanor, friendly presence, and helpful attitude.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it; ability to think around problems and come up with creative solutions is helpful.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, multitask effectively during busy times, and exercise patience and professionalism during stressful situations.
• Ability to work with or without direct supervision.
• Some experience with the physical installation of servers and network equipment would be an asset.

Experience:

3+ Years of related experience preferred.

Experience with the following is an asset:

• Windows 10 / 11, and Linux (Centos / Ubuntu).
• Virtualization software: VMware Deployment, Setup, Troubleshooting, Management, VMware.
• Clustering, Shared Storage and Vcenter (ESXi6.7 to 7.x) and VSphere (6.7 to 7.x).
• Active Directory (experience with migration to new forest would be a benefit).
• WSUS update management.
• Articulate knowledge articles and SOPs (multilevel training documents for users and technicians).
• Physical Installation and Decommissioning of Network, Server, and Desktop components.
• Remote Support for remote offices and employees.
• Video conference setup and support (Crestron / Polycom / Cisco).
• Auditing, documenting, and applying the latest OS security practices.
• Work with HR for employee status information.
• IP management & Network Access Control.
• Batch and Powershell scripting.
• MS Sharepoint.
• Active Directory Domain Federation (ADFS).
• Monitoring system and users. User account management.
• Asset Management using an internal system.
• Strong understanding of Internet Protocol, including subnetting, port management.
• Understanding of network routing between intranet and external networks segregated by network firewalls and security devices.
• Support and Management of Proprietary Systems, Applications and Equipment.
• Support and Management of Mobile Devices.