Service Desk Technician

Njoyn; Newmarket; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Specialist to provide exceptional first-level technical support. This role involves troubleshooting hardware and software issues, performing computer maintenance, and managing user accounts. You will work in a dynamic environment, assisting both on-site and remote users, ensuring their technology runs smoothly. The ideal candidate will possess strong technical skills, a passion for problem-solving, and the ability to work flexible hours, including evenings and weekends. Join this innovative team and make a significant impact on user experience and operational efficiency.

Qualifications

• Experience in providing technical support to users on-site and remote.
• Strong troubleshooting skills for hardware and software issues.

Responsibilities

• Provide first-level technical support to all users, on-site or remote.
• Troubleshoot hardware, software, and telecommunications issues.
• Maintain inventory of all computer equipment and peripherals.

Skills

Technical Support

Troubleshooting

Computer Maintenance

Active Directory Administration

Group Policy Administration

User Provisioning

Knowledge Transfer

Tools

Microsoft System Centre

Telecommunications Software

Job description

Responsibilities:

1. Providing first level technical support to all users whether on-site or remote.
2. Troubleshooting problems and concerns pertaining to end user hardware, operating systems, COTS, Telecommunications, and hospital-specific software applications.
3. Performing computer maintenance.
4. Installation of new computer hardware (printers, desktops, laptops, and other peripheral devices).
5. Performing Moves, Adds, and Changes when required for computer systems.
6. Maintaining a complete inventory of all computer equipment and peripherals.
7. Developing Desktop/Laptop images using Microsoft System Centre software.
8. Active Directory System Administration.
9. Performing Group Policy administration for desktop services.
10. User provisioning and deprovisioning (i.e., account maintenance) for Southlake and Stevenson.
11. Acting as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications.
12. Answering calls for IT Service and Support primarily via phone and Self Service Tickets.
13. Transferring and escalating incidents and requests to the appropriate level support resources, following up with ticket assignees to ensure effective resolution in a timely manner.
14. Providing knowledge transfer and mentoring of other team members when required.
15. Acting as a Subject Matter Expert for specific technologies, services, and processes where possible.
16. Willingness to work days, evenings, and nights (in rotation).
17. Availability to be on a rotational on-call.
18. Working occasional overtime shifts when approved.