L1 Technical Support Specialist

Insight Global; Toronto; Hybrid; CAD 40,000 - 60,000; Full time

Job summary

A leading staffing and consulting firm in Toronto is seeking a Help Desk Agent to join their Employee Technology Services team. The role involves providing first-level support for technology products and applications while resolving escalated client needs. Ideal candidates will have experience in a Windows OS environment, familiarity with Microsoft applications, and a client-centric mindset. This position is a 12-month contract with hybrid-remote scheduling and requires flexibility for morning, evening, and weekend shifts.

Qualifications

• 1+ year experience in a Windows OS environment.
• Ability to multi-task and make sound judgments in fast-paced settings.
• Engage purposefully with clients to find the right solutions.

Responsibilities

• Provide first-level support with technology products or applications.
• Resolve escalated client needs through a service desk.
• Improve operational efficiencies in problem resolution processes.

Skills

Technical/help desk experience in Windows OS environment

Strong knowledge of first and second level support

Experience with Microsoft application software

Strong client-centric mindset

Familiar with Citrix VPN

Familiar with Windows Hello for business

Post-secondary education

Familiar with Global Protect (Paolo Alto)

Familiar with Microsoft Authenticator (MSA)

Job description

Job Description

You'll be joining the bank's Employee Technology Services team as a Help Desk Agent, providing first‑level support with technology products or applications. You'll resolve escalated client needs (internal) through a service desk from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services, while providing on‑call support. You will interpret information received from first level of response when issues are escalated, identify gaps in existing problem resolution processes to improve operational efficiencies, and determine solutions outside set procedures when a set procedure is not working and provide high‑level expertise for extensive troubleshooting. You'll be a key part of an innovative, "first to market" technology culture, contributing to the bank's digital transformation. This is a 12‑month contract, hybrid‑remote schedule, with morning to evening and weekend shifts.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal‑opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail]. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Some prior technical/help desk experience (1+ year experience) in Windows OS environment
• You have strong knowledge of first and second level support; ability to multi‑task and make sound judgments in a fast‑paced, high‑stress environment;
• Experience with Microsoft application software (Word, Excel, Outlook, etc.)
• Strong client‑centric mindset. You put our clients first, you engage with purpose to find the right solutions, and you go the extra mile because it's the right thing to do
• Familiar with Citrix VPN
• Familiar with Windows Hello for business
• Post‑secondary education * Familiar with Global Protect (Paolo Alto)
• Familiar with Microsoft Authenticator (MSA)