Service Desk Technician

Info-Tech Research Group; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading IT research firm in Toronto is seeking a Service Desk Technician Level 1 to ensure proper computer operation for end users. This role involves prioritizing and resolving help requests while maintaining technical documentation. Ideal candidates should have 1-3 years of experience in a service desk role and a college diploma in a related field. The firm offers a supportive environment with opportunities for growth and professional development.

Benefits

Financial support for professional development

Opportunities for professional growth and development

Qualifications

• 1-3 years of experience in a service desk role.
• Interest in working with technology.

Responsibilities

• Provide support for incoming requests via Service Desk ticket, telephone, chat, and self-service portal.
• Prioritize incidents and service requests within target SLAs.
• Record detailed information into Service Desk ticketing system.
• Provide support for laptops, printers and peripheral devices.
• Maintain technical documentation and hardware asset management.
• Engage vendor support contacts to resolve technical problems.
• Provide meeting room and audio-visual systems support.
• Provide users 'How to' training on software applications.
• Participate in after hours on call rotation schedule.

Skills

Fluent in spoken and written English

Strong written and verbal communication skills

Strong documentation skills

Ability to prioritize critical incidents

Working knowledge of O365 administration

Application support experience with Microsoft Productivity Suite

Excellent problem-solving skills

Experience with Windows 10 and Mac OS

Mobile device support – Android and iOS

General understanding of network devices

Education

College / University diploma / degree in progress

Tools

O365 administration

Active Directory

Azure AD

Job description

Service Desk Technician (L1) - Toronto, In-Office

Job Category : IT & Sales Ops

Requisition Number : SERVI004307

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• Posted : March 21, 2025
• Full-Time

Locations

Showing 1 location

Toronto, ON M4W2J2, CAN

Description

Info-Tech Research Group delivers impartial, highly pertinent IT research, enabling CIOs and IT leaders to make well-informed, strategic decisions. We are currently serving over 30,000 professionals and collaborate closely with IT teams, equipping them with actionable tools and expert guidance to drive measurable results and enhance technology initiatives and organizational processes.

We pride ourselves on consistent year-on-year growth, with double-digit growth even during a global pandemic.

We are in the Top 3 on LinkedIn's Top Companies List in Canada.

Info-Tech fosters a growth-focused, entrepreneurial culture with unlimited opportunities for professional growth and development.

We provide financial support for professional development and training.

The Role

The Service Desk Technician Level 1’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Major Responsibilities

Provide support for incoming requests via Service Desk ticket, telephone, chat and self-service portal

Prioritize incidents and service requests within target SLA’s

Record detailed information into Service Desk ticketing system

Provide support for laptops, printers and peripheral devices including providing hardware and software setup, support

Maintain technical documentation via solution library with respects to installation of software, configuration of hardware and troubleshooting

Maintain hardware asset management and software licensing

Engage vendor support contacts to resolve technical problems with desktop computing equipment and software

Provide support for meeting room and audio-visual systems on-premises

Provide users “How to” training on basic to intermediate application functions

Escalate to Intermediate support as required

Participate in after hours on call rotation schedule (evenings, weekends and holidays)

Other duties as assigned by the Manager

Education and Experience

College / University diploma / degree in progress in related field (Computer Systems not development / testing)

1-3 years of experience in a service desk role

Interest in working with technology (independent work)

Skills

Fluent in spoken and written English

Strong written and verbal communication skills

Strong documentation skills with desire to understand and follow process

Ability to recognize and prioritize critical incidents in a fast-paced environment

Working knowledge of O365 administration, Active Directory, Azure AD

Application support experience with Microsoft Productivity Suite

Excellent problem-solving skills

Experience with Windows 10 and Mac OS

Mobile device support – Android and iOS

Experience with InTune would be considered an asset

General understanding of network devices; routers, switches, and access points

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority / Female / Sexual Orientation / Gender Identity / Disability / Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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