Job Description

The IT Service Desk Technician will join our team and provide internal customer support to our growing organization.

As the first point of contact for any IT related issues, the IT Service Desk Technician will support the IT team by monitoring and responding to internal requests, troubleshooting technical issues, and setting up equipment across our locations. This is an onsite position. As a part of this role, you will be able to:

• Receive and respond to service desk tickets for internal customers in a timely manner.
• Provide IT support and guidance on-site or through remote assistance, telephone, and email in a professional manner.
• Participate in the employee onboarding process by setting up new users and ensuring they have appropriate access to the needed hardware and software.
• Participate in the employee offboarding process by disabling access and recovering IT Assets.
• Install and upgrade software, install hardware and configure systems and applications.
• Provide support to users on the usage of new applications or technology.
• Monitor progress of outstanding issues and ensure users remain up to date with consistent follow-up.
• Perform preventative maintenance on the company\xe2\x80\x99s hardware and software.
• When required, escalate problems to vendors or senior IT staff to find a solution.
• Participate in project initiatives and planning, along with suggesting new strategic innovations.
• Provide coverage for our EDI systems.
• Participate in after hours on call rotation schedule.
• Perform other duties as required.

EDUCATION: Technical diploma or degree, or equivalent work experience. (2-3 yrs. Experience) KEY SKILLS & ATTRIBUTES:

• Knowledge of computer hardware, network security protocols and software applications
• Exceptional verbal and written communication skills with the ability to present concepts in user-friendly language.
• Strong customer service skills
• Thrives in a fast-paced work environment, maintains a positive frame of mind and sets an example of professionalism for others.
• Strong attention to detail
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks under time constraints.
• Ability to work independently or as part of a team.
• Experience with support ticket management systems would be an asset.
• Creation of Documentation and SOP\xe2\x80\x99s
• Industry Technical Certifications is an asset.

Assets:

• Experience with:
  • Endpoint O/S\xe2\x80\x99s
    • All Versions
      • Windows
      • OSX
  • Endpoint Hardware and Software
  • Active Directory and Azure AD
  • Network Infrastructure
  • Servers
  • VOIP Hardware and Software
  • ERP Systems
  • Applications
  • Cyber and Endpoint Security
  • M365 Administration and Support
  • Internet Browsers
  • Mobile Devices and O/S\xe2\x80\x99s
  • Printers

Requirements:

• Travel
• Valid Passport
• Valid Driver\xe2\x80\x99s License and Vehicle