Service Desk Technician L2

Covestic Inc; Old Toronto; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to enhance their IT Help Desk Operations team. This role is vital in delivering exceptional technical support to both local and global users, ensuring that every interaction is characterized by outstanding service and efficiency. The ideal candidate will have experience in both Mac and PC environments, showcasing their ability to resolve complex issues while valuing user satisfaction. If you are passionate about technology and enjoy helping others, this position offers a fantastic opportunity to grow your skills and contribute to a dynamic team.

Qualifications

• 1-2 years of Help Desk experience with both Mac and PC support.
• Strong understanding of collaboration tools and network troubleshooting.

Responsibilities

• Provide hardware and software support to end users remotely and onsite.
• Troubleshoot network connectivity issues and support AV for events.
• Document systems and improve processes while coaching other technicians.

Skills

Help Desk Support

Mac OS Troubleshooting

PC Support

Network Connectivity

Collaboration Tools (Slack, Teams, Google Workspace)

Technical Education

Job description

We’re looking for a Help Desk Technician to join our skilled IT Help Desk Operations team, serving local and global internal users. Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness. The Help Desk Technician has experience in supporting both Mac and PC environments, can hold a conversation as well as resolve complex technical issues effectively and efficiently, and is someone who values the people behind the problems. This role works Monday through Friday during standard business hours.

Requirements

1. Provide hardware and software IT support and technical education to end users both remotely and onsite.
2. Applies critical thinking to efficiently troubleshoot simple and complex user requests and issues and provides as much context and information as possible to deliver the best solutions as quickly as possible.
3. Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
4. Supports user requests and performs break/fix or remote installations as needed.
5. Supports AV for internal and customer-facing events.
6. Leads in ticket processes and provides coaching for other Technicians when workflow deficiencies are identified.
7. Has a deep understanding of defined team metrics, such as backlog, aging, effectiveness; and takes actions based on the current trends in Service.
8. Document our systems and ensure our processes are always improving.
9. Displays learning agility by actively seeking answers when technically challenged.
10. Seeks feedback from other Help Desk Technicians to optimize and improve support while also maintaining a solid understanding of general user support needs and requirements.

Required Skills and Experience

1. Minimum 1-2 years of experience in a Help Desk role w/walk-up service required, VIP support preferred.
2. Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required.
3. Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace required.