Technical Support Analyst (Help Desk)

Flexstaf IT; Toronto; Hybrid; CAD 42,000 - 64,000; Full time

Job summary

Flexstaf IT is seeking an entry-level to mid-level IT Help Desk professional to support desktop and mobile productivity tools and end-user connectivity for local and remote users in Ontario. Your role includes rolling out new technology, troubleshooting hardware, and applying security patches across workstations and devices.

The ideal candidate has 1–2 years in help desk, strong troubleshooting, and a diploma or degree in a technical field; Microsoft certifications are a plus.

Qualifications

• 1–2 years of 1st level help desk and customer service experience.
• Advanced knowledge of desktop/mobile productivity tools (MS Office, OS, browsers).
• Knowledge of networking protocols (LAN/Wireless, TCP/IP, DNS, DHCP).
• Strong troubleshooting and problem-solving skills.
• Experience with security patches and updates on OS/applications and security software.
• Post-secondary diploma/certificate in a technical field or bachelor’s in CS; Microsoft certifications preferred.

Responsibilities

• Provide technical support for desktop and mobile productivity tools and end user connectivity for local and remote users.
• Assist with rollouts and troubleshooting of new technology incl. PC hardware, mobile devices, printers, networking and workstation configurations.
• Apply security patches and updates on OS and applications on workstations and endpoints.
• Perform moves, asset refresh, install/de-install, re-image, evaluation, and testing tasks.
• Develop, maintain and update knowledge base documentation for supported systems.

Skills

1st level help desk

Customer service

Office productivity tools

Networking basics

Troubleshooting

Communication

Education

Technical college certificate or diploma OR Bachelor's in CS

Tools

Intune

Deskpro

Lansweeper

Job description

Requirements:

• Provide technical support on Desktop and Mobile Productivity Tools (MS Office Applications, Web Browsers, OS) and end user connectivity for both local and remote users
• Assist with roll outs and troubleshooting of new technology including PC hardware and accessories, mobile phones, tablets, printers, networking and workstation configurations
• Responsible for applying security patches and updates on O/S and applications on workstations, including endpoint software
• Perform tasks such as Moves, Asset Refresh, Install, De-install, Re-image, Evaluation, and Testing
• Development, maintenance and updating of systems support knowledge base documentation for supported systems, including hardware and software inventory

A great candidate for this position will have:

• 1-2 years' of previous 1st level help desk support and customer service experience
• Advanced knowledge of Desktop/Mobile Productivity Tools (MS Office, OS, Web Browsers)
• Knowledge of networking protocols (LAN/Wireless) and communications, specifically TCP/IP, DNS, DHCP, connectivity
• Well-developed troubleshooting and problem-solving skills
• Knowledge of security patches and updates to O/S and applications on workstations, laptops and mobiles, including anti-virus and security software
• Post-secondary diploma or certificate from a technical college, or a bachelor's degree in computer science and Microsoft certifications

Must have:

• Balance multiple assignments
• Problem solving
• Great communication
• Able to take initiatives
• Self-starter

Nice to have:

• Experience configuring Microsoft Intune and deploying assets via autopilot
• Knowledge using Deskpro as a ticketing system
• Experience with Lansweeper for asset inventory

Certification:

• N/A

Location:

• Hybrid
• This position follows a hybrid working policy, requiring three (3) days per week in our office and two (2) days working remotely. In order to assist with onboarding and workplace introductions, new hires will be required to work four (4) days in office per week during their first three (3) months of service. (All remote work must be completed from your home office within the province of Ontario.)