Sr IT Help Desk Analyst

SIMNET Inc.; Whitby; On-site; CAD 59,000 - 75,000; Full time

Job summary

SIMNET Inc., a rapidly growing technology company, is seeking a motivated Senior Support Specialist to be the escalation point on client projects. This role involves troubleshooting, coordinating software updates, and ensuring high-quality client support. Candidates should have a college diploma or degree in computer science and relevant IT experience, alongside strong communication skills. Benefits include health coverage, professional development opportunities, and a flexible work environment.

Benefits

Extended health and dental care

Group RRSP matching

Health spending account

Professional development and training opportunities

Work-from-home options

On-site parking

Casual dress code

Free snacks and drinks

Company events and outings

Qualifications

• 3+ years of IT help desk experience required.
• Certifications like ITIL v.4 Foundation preferred.
• Knowledge of virtualization (VMware, Hyper-V) is a plus.

Responsibilities

• Evaluate and document resolutions to prevent recurring issues.
• Troubleshoot network and firewall policies.
• Assist in software releases and updates.

Skills

Troubleshooting

Communication

Documentation

Education

College diploma or university degree in computer science

Tools

ITIL

Active Directory

Exchange

O365

Job description

Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our clients' lives. At our company, we're not just keeping up with technology; we're leading the charge. Join us, and you'll be at the forefront of technology.

Position: Senior Support Specialist

As the Sr Support, you are the escalation point as well as the primary contact on client projects. If you have superb troubleshooting skills and want to be hands-on with the newest technology, then Simnet may be a great fit for you.

Salary Range: $59,000 - $75,000

Responsibilities:

1. Evaluate documented resolutions and analyze trends to prevent recurring issues.
2. Assist in software releases and rollouts.
3. Document solutions and requirements thoroughly.
4. Work hands-on with various applications, as each client and project is unique.
5. Serve as the escalation point for the L1 team and assist during busy periods.
6. Escalate incidents with proper documentation to the appropriate technician or vendor.
7. Record, track, and document the incident resolution process.
8. Troubleshoot network and firewall policies.
9. Implement operating system hardening for Windows and Linux servers.
10. Use remote tools and diagnostics to aid troubleshooting.
11. Research solutions via internal and external knowledge bases.
12. Perform desktop-level fixes, including hardware repairs and peripherals.
13. Install and update antivirus software.
14. Follow up post-resolution with Level I Technicians.
15. Create help sheets and FAQs for end users.
16. Contribute to the technician knowledge base and provide training.
17. Suggest improvements for processes and services.
18. Conduct OS patches and upgrades.

Requirements:

• Hands-on experience with desktop and Windows server support.
• Knowledge of Microsoft Active Directory, Exchange, and O365.
• Basic understanding of Virtualization (VMware, Hyper-V) and VoIP.
• Knowledge of networking protocols such as DNS, TCP/IP, and HTTP/HTTPS.
• Experience in an ITIL-driven environment; ITIL certification required within 6 months.
• Excellent communication and interpersonal skills.
• Strong documentation skills.
• Experience with helpdesk ticketing systems.

Qualifications:

• College diploma or university degree in computer science with 3+ years of IT help desk experience. MSP or VAR experience is a plus.
• Certifications such as MSCE, MCE, MCP, Network+, ITIL v.4 Foundation (required within 6 months), Fortinet NSE4 are preferred.

Benefits:

• Extended health and dental care.
• Group RRSP matching.
• Health spending account.
• Professional development and training opportunities.
• Work-from-home options.
• On-site parking.
• Casual dress code.
• Free snacks and drinks.
• Company events and outings.

If you are motivated, skilled, and passionate about technology and support, we encourage you to apply and join us in building a better future at Simnet Inc.