Service Desk Administrator 1

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

Benefits offered by this job

Medical, dental, vision benefits

401k

Education and certification reimburse

Job summary

Convergence Networks is hiring a Service Desk Administrator in Ottawa, ON to deliver frontline IT support for clients via phone, email, and in person. You will diagnose issues across networks, servers, and workstations and provide fast, friendly service in a high-volume environment.

The role emphasizes troubleshooting, ticketing discipline, and timely escalation when necessary, with opportunities for advancement within the MSP environment.

Qualifications

• 2+ years of relevant experience in service desk or help desk roles.
• Experience providing onsite and remote/phone support in a fast-paced, high-volume environment.
• Strong troubleshooting skills across IT hardware, software, and networks.

Responsibilities

• Answer high-volume inbound calls and emails and perform initial troubleshooting.
• Resolve tickets on first contact when possible; escalate when needed.
• Maintain accurate records of communications and resolutions; follow up as required.
• Ensure customer satisfaction through clear communication and timely resolutions.
• Travel to client sites as needed.

Skills

Empathy

Excellent communication

Team player

Self-starter

Technical troubleshooting

On-site and remote support

Windows OS

Active Directory

MS 365 Portal

Networking

Group Policy

Documentation

Education

High school diploma or equivalent

Associate’s degree/College diploma or higher in IT

Tools

ConnectWise

Kaseya

Office 365

Job description

Job DetailsJob Location: Ottawa, ON K2H 8K7 Salary Range: $45,000.00 - $60,000.00 SalarySERVICE DESK ADMINISTRATOR - LEVEL 1 MANAGED SERVICES | TECHNICAL SUPPORT Ottawa, Ontario, Canada

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

The Service Desk Administrator (SDA) is responsible for providing excellent customer experience by responding to and resolving incoming IT requests and alerts from our customers over the phone, through email, and in person. You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside of the box to troubleshoot solutions and resolving complex problems. This job operates at a very fast pace, and you must be comfortable handling high volumes of request tickets and phone calls. This position is similar to a Help Desk Analyst, Tier 1 Help Desk or Junior Network Administrator and offers many opportunities to advance within Convergence.

WHAT WILL YOU DO AS A SERVICE DESK ADMINISTRATOR?

• Answer a high-volume of inbound phone calls and emails from clients and perform initial troubleshooting on help desk tickets.
• Resolve customer tickets on the first contact, but also be able to determine when issue scope requires that a ticket be escalated to a System or Network Administrator or other support resource.
• Maintain accurate records on communication, resolution, assistance needed and follow-up.
• Ensure customer satisfaction with service, communication and issue resolution.
• Other relevant job duties as assigned.

WHAT SKILLS DO I NEED TO BE A SUCCESSFUL SERVICE DESK ADMINISTRATOR?

• Empathy, patience, and willingness to learn
• IT background with a focus on network support, implementation, and remote as well as onsite support.
• Familiarity with Active Directory and MS 365 Portal
• Understanding of networking
• Familiarity with Group Policy
• Technical prowess
• Documenting
• Familiarity with a ticketing and RMM system
• Familiarity with Event Viewer (checking for errors, reviewing logs)
• Familiarity with Windows OS and common applications
• Experience with administering current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies.
• Experience using a triaging or priority system to gauge client issues and impact.
• Apple OSX and iOS experience.
• Ability to work effectively within a team as well as independently.
• Understanding of managed services and the value offered over a typical break-fix environment.
• Excellent communication (verbal and written)
• Skilled at defusing high-stress situations and facilitating resolution to technical problems.
• Willingness to learn, adjust, and grow with our company.
• Self-starter with a positive attitude.

WHAT QUALIFICATIONS DO I NEED TO HAVE?

• High school diploma or equivalent.
• 2+ years of relevant experience which may include Service Desk Support Specialist, Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER APPLICANTS?

• Associate’s degree/College diploma or higher in Information Technology.
• Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
• Experience with ConnectWise, Kaseya, or other similar MSP tools and software.
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
• Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends.
• Position requires regular contact with others - in meetings, by phone or by email.
• Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
• Position may require some travel to Convergence or client sites.

WHY SHOULD YOU WORK HERE?

• Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
• Group benefits plans including medical, dental, vision, and 401k.
• Education and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates from all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.

The compensation range for this position includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.