Service Desk Technician L2

Covestic Inc; Toronto; On-site; CAD 40,000 - 65,000; Full time

Job summary

Covestic Inc is seeking a Help Desk Technician to support internal users both locally and globally. This role involves troubleshooting complex technical issues, providing hardware and software support, and ensuring excellent customer service. Candidates should have experience with Mac and PC environments, and possess strong collaboration skills. The position works Monday to Friday during standard hours.

Qualifications

• 1-2 years of experience in a Help Desk role required.
• Understanding of Mac OS troubleshooting from the command line.
• VIP support experience preferred.

Responsibilities

• Provide hardware and software IT support to end users remotely and onsite.
• Troubleshoot client-side network connectivity issues.
• Lead in ticket processes and coach junior technicians.

Skills

Customer Service

Troubleshooting

Critical Thinking

Learning Agility

Tools

Mac OS

Slack

Teams

Google Workspace

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

• Provide hardware and software IT support and technical education to end users both remotely and onsite.
• 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.
• Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
• Supports user requests and performs break / fix or remote installations as needed.
• Supports AV for internal and customer-facing events.
• Leads in ticket processes and provides coaching for other Technicians when workflow deficiencies are identified.
• Has a deep understanding of defined team metrics, such as backlog, aging, effectiveness; and takes actions based on the current trends in Service.
• Document our systems and ensure our processes are always improving.
• Displays learning agility by actively seeking answers when technically challenged.
• 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

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

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