Managed Service Desk Level I Technician

Lenovo; Markham; On-site; CAD 40,000 - 50,000; Full time

Job summary

A global technology company in York Region is hiring an entry-level IT Support position. The role involves assisting customers with IT issues via phone and email, managing ticketing systems, and providing excellent service. Candidates should have a high school diploma and some familiarity with computer systems, with strong communication and problem-solving skills. This is a great opportunity to start an IT career.

Qualifications

• 0-1 year of experience in helpdesk or IT support role.
• Basic understanding of computer systems, mobile devices, and networking.
• Familiarity with Windows and/or Mac operating systems.

Responsibilities

• Serve as the first contact for customer IT assistance via phone or email.
• Diagnose and resolve basic technical issues related to hardware and software.
• Log all support interactions and resolutions in the ticketing system.

Skills

Customer service

Problem-solving

Communication

Attention to detail

Education

High school diploma or equivalent

Associate degree in IT or related field

Tools

Microsoft Office Suite

ServiceNow

Jira Service Desk

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Key Responsibilities:

• Serve as the first point of contact for customer end users seeking IT assistance via phone, email, or service desk ticketing system.
• Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.
• Provide support for password resets, user account management, and access issues.
• Assist in installing, configuring, and maintaining desktops, laptops, and other peripheral devices.
• Escalate unresolved issues to other support teams, following defined escalation protocols.
• Log all support interactions and resolutions in the ticketing system, ensuring detailed and accurate documentation.
• Maintain knowledge of allocated customer IT systems, policies, and procedures to offer efficient support.
• Follow up with end users to ensure full resolution of issues and excellent customer service.
• Assist in maintaining an inventory of hardware and software assets.
• Participate in ongoing training and professional development to stay current with IT support best practices.

Required Skills & Qualifications:

• High school diploma or equivalent (Associate degree in IT or related field preferred).
• 0-1 year of experience in a helpdesk or IT support role.
• Basic understanding of computer systems, mobile devices, printers, and networking.
• Familiarity with Windows and/or Mac operating systems.
• Proficiency in Microsoft Office Suite and common enterprise software.
• Excellent communication and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• A proactive attitude with a willingness to learn and grow in the IT field.

Preferred Qualifications:

• CompTIA A+ or similar IT certifications.
• Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
• Familiarity with Active Directory and Office 365 administration.

Working Conditions:

• This position may require occasional weekend or after-hours support

If you require an accommodation to complete this application, please [e-mail]