Service Desk Specialist (Tier 1) – Fast-Paced IT Support

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

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.