Service Desk Specialist II

Astreya; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A tech services company in Toronto is seeking an IT Support Specialist to provide in-office and remote support. Responsibilities include troubleshooting desktop issues, assisting with onboarding, and maintaining inventory. Ideal candidates will have 2+ years of helpdesk experience and be comfortable with macOS, Windows, and ChromeOS. This role demands excellent customer service skills and a passion for technology.

Qualifications

• At least 2 years of experience with helpdesk support and customer service.
• Familiar with macOS, Windows, and ChromeOS operating systems.
• Strong inclination to research solutions independently.

Responsibilities

• Provide IT Support to employees via in-office and remote support.
• Coordinate with various teams for inventory and support tasks.
• Assist with onboarding new hires and hardware deployment.

Skills

Helpdesk support

Customer service

Troubleshooting

macOS

Windows

ChromeOS

Job description

About the Role

We are currently seeking an IT Support Specialist for one of Astreya’s key clients. This in-office role supports the Toronto office and provides remote support. The role is responsible for troubleshooting and fixing desktop/computer hardware and software issues while delivering excellent customer service to end-users. You should be an eager learner and apply learning in line with company and client policies and procedures.

About the Team

The team consists of IT Support, IT AV, IT Logistics, and IT Executive Support. Together we ensure that the Support experience remains at the highest level, from user-facing support to inventory management and ensuring equipment gets to the right place at the right time.

About the Job

• Provide IT Support to employees via in-office and remote support through our ticketing system
• Be a point of contact for Support, working with our AV team, IT Engineering team, and Workplace team
• Assist with onboarding new hires, including hardware deployment, equipment setup, and administering our SaaS app portfolio through our SSO tool
• Coordinate with our IT Logistics team to maintain in-office inventory accuracy
• Provide support for our main software platforms, Gmail, Slack, Okta, and Zoom
• Troubleshoot and Support macOS, ChromeOS, and Windows
• Become familiar with all aspects of our IT environment to help support, maintain, and scale it
• Assist in keeping our knowledge base and documentation up-to-date

Minimum Qualifications

• You have at least 2 years of experience with helpdesk support and customer service
• You are familiar with macOS, Windows, and ChromeOS operating systems
• You are inclined to Google things you don’t know before asking someone
• You love technology and delivering great customer service

Preferred Qualifications

• You have 2-3 years of experience with helpdesk support and customer service
• You have a strong understanding of macOS, Windows, and ChromeOS operating systems
• You have a good understanding of AV systems (including Zoom and Hangouts)
• You have a friendly personality and love to teach others
• You are great at communicating with all types of people and personalities

Physical Demand & Work Environment

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers