Tier 1 Service Desk Associate

IMP Solutions; Halifax; On-site; CAD 42,000 - 60,000; Full time

Job summary

IMP Solutions, a division of IMP Group Limited, is seeking a motivated Service Desk Associate to join our Managed Services team in Halifax, Nova Scotia. This role provides front-line IT support to end users, resolving basic computer issues and managing tickets with ConnectWise.

You will troubleshoot hardware, software, and network connectivity, set up and maintain PCs and peripherals, and escalate complex issues per procedures. Strong communication and team collaboration are essential.

Qualifications

• 1+ years of Service Desk, Desktop Support or IT Systems experience
• Understanding of operating systems, business applications, printing systems, and network systems
• Excellent communication skills (written, verbal and active listening)
• Detail oriented, organized, time management and multitasking
• Customer focused and adaptable to change

Responsibilities

• Serve as front-line technical support, responding to user inquiries and resolving basic computer issues in a timely manner.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Take ownership of end-user issues including ticket validation, scheduling, updates, and documentation.
• Set up, configure, test, and maintain PCs, monitors, docking stations, printers, and multi-function devices.
• Provide IT support for Microsoft core business applications, operating systems and Office 365.
• Follow Service Desk procedures and escalate complex issues to Tier 2 support or vendors as required.
• Maintain quality documentation for troubleshooting and resolution activities.
• Utilize ConnectWise ticketing and support tools effectively.
• Complete assigned ConnectWise University training materials and blueprints.
• Contribute positively to a collaborative and professional team environment.

Job description

A workplace that’s invested in your success. A team that truly values one another. A culture that is built upon integrity, passion and mutual respect. Are you ready to join a team of talented IT experts and take your career to new heights? If so, IMP Solutions is right for you.

The Opportunity

IMP Solutions, a division of IMP Group Limited, provides IT products and IT and business consulting services to clients across Canada. Headquartered in Halifax, Nova Scotia for over fifty years, IMP Group continues to stand for diversity and strength. IMP Group has gained a very strong reputation nationally, being named one of the 50 Best Managed Companies.

Our passion is working with organizations to provide innovative and cost-effective business solutions. Our consultants offer outstanding technical capabilities, solid business experience, and a commitment to customer-centered methodologies.

We are seeking a motivated and customer-focused Service Desk Associate to join our Managed Services team in Halifax, Nova Scotia. This role serves as the front line of technical support, providing timely and professional assistance to end users while ensuring a high standard of service delivery.

What You Will Do

• Serve as front-line technical support, responding to user inquiries and resolving basic computer issues in a timely manner.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Take ownership of end-user issues including ticket validation, scheduling, updates, and documentation.
• Set up, configure, test, and maintain PCs, monitors, docking stations, printers, and multi-function devices.
• Provide IT support for Microsoft core business applications, operating systems and Office 365.
• Follow Service Desk procedures and escalated complex issues to Tier 2 support or vendors as required.
• Maintain quality documentation for troubleshooting and resolution activities.
• Utilize ConnectWise ticketing and support tools effectively.
• Complete assigned ConnectWise University training materials and blueprints.
• Contribute positively to a collaborative and professional team environment.

What You Need To Succeed

• 1+ years of Service Desk, Desktop Support or Information Technology Systems experience
• Post secondary education in computer science or a related field. Equivalent combination of education and experience considered
• Understanding of operating systems, business applications, printing systems, and network systems
• Diagnostic skills of technical issues. Understand support tools, techniques, and how technology is used to provide services
• Excellent communication skills (written, verbal and active listening), interpersonal skills and the ability to perform professionally in a fast-passed environment
• Detail oriented, organized, excellent time management, and multi-tasking skills
• Customer focused – Patient, approachable, and able to adapt quickly to change

If you are interested in joining our winning team and have what it takes to be successful in a dynamic industry, we want to hear from you!

What We Offer You

• Comprehensive health and dental benefits
• RRSP contribution matching
• Professional development and training opportunities

IMP is committed to Employment Equity and our goal is to be a diverse workforce that is representative at all job levels. We welcome applicants from Aboriginal people, visible minority groups, persons with disabilities and women in occupations and positions where they are under-represented. If you are a member of one of the equity groups, you are encouraged to self-identify on either your cover letter or resume.

IMP Solutions is a division of IMP Group Limited.