Service Desk Administrator (2216)

Priority Dispatch Corp.; Ottawa; Hybrid; CAD 43,000 - 53,000; Full time

Job summary

Join a leading managed service provider as a Service Desk Administrator in Ottawa. This role focuses on delivering exceptional IT support and troubleshooting for clients in a hybrid work environment. You'll handle requests across various platforms, ensuring customer satisfaction while developing your technical skills within a supportive team culture.

Benefits

Medical, dental, vision benefits

401k

Education and certification reimbursement

Teambuilding and company events

Qualifications

• 2+ years of relevant experience in IT support roles.
• Excellent troubleshooting skills with IT systems.
• Experience with phone and onsite support.

Responsibilities

• Manage a high volume of inbound requests via phone and email.
• Resolve customer tickets on the first contact.
• Maintain accurate communication records.

Skills

Empathy

Patience

IT background

Communication

Technical prowess

Education

High school diploma or equivalent

Associate’s degree/College diploma in Information Technology

Job description

Job Details

Job Location: Ottawa, ON

Position Type: Full Time

Salary Range: $43000.00 - $53000.00 Salary

Job Category: Information Technology

Description

SERVICE DESK ADMINISTRATOR - LEVEL 1
MANAGED SERVICES | TECHNICAL SUPPORT
OTTAWA | HYBRID

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?

• Answera high-volume ofinbound phone calls and emailsfromclients and perform initialtroubleshootingon 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 aSystem or NetworkAdministratoror 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 SUCCESSFULSERVICE 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.

Qualifications

WHAT QUALIFICATIONSDO I NEED TO HAVE?

• High school diploma or equivalent.
• 2+ yearsof 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 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, andtrust. 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).

PERFECT FIT…

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

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 of 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.