Job Description

We are seeking a skilled and customer-focused Service IT Help Desk Technician to join our growing team. This full-time, on-site role involves providing Level 1 and Level 2 technical support to clients, troubleshooting hardware and software issues, and ensuring smooth operation of end-user systems both remotely and on-site. If you are passionate about technology, eager to solve problems, and enjoy delivering exceptional service, we'd love to hear from you.

Duties and Responsibilities

Create, install, and assist with network cabling and termination Respond promptly and professionally to Help Desk requests via phone and email Provide Level 1 and Level 2 Help Desk support to customers, both remotely and on-site Configure, test, and troubleshoot VPN connections Diagnose and resolve desktop application and end-user hardware issues (PCs, laptops, printers, mobile devices, tablets, etc.) Guide clients through troubleshooting steps and provide clear instructions Perform remote diagnostics and apply effective problem-solving techniques Accurately communicate information on IT products and services to customers Record events, problems, and resolutions in approved portals following company procedures Monitor, follow up, and update customer cases in a timely manner to ensure resolution and satisfaction Diagnose and resolve network connectivity and performance issues Prioritize tickets and work orders based on severity and business impact Escalate complex issues to higher-level support teams when necessary Provide clear status updates to management and end users throughout the case lifecycle Build and maintain effective working relationships with customers to ensure positive service experiences Develop, document, and improve standard operating procedures and customer service processes Maintain accurate logs and documentation of all IT tasks and activities in accordance with company standards

Required Education, Skills and Qualifications

Diploma or certification

in Computer Systems Technician - Networking (or related field)

1+ year of experience

in IT Help Desk support

1+ year of experience

in customer service (required) Strong understanding of Windows operating systems and Microsoft Office Suite Knowledge of networking fundamentals and VPN technologies Excellent communication, troubleshooting, and documentation skills

Employee Attributes:

Proven ability to work independently as well as collaboratively in a team Strong problem-solving skills with the ability to think quickly and creatively Comfortable working in fast-paced, dynamic environments Flexible schedule, including availability for after-hours or on-site client support Passionate, self-motivated, and eager to learn emerging technologies Must possess a valid driver's license and access to a reliable vehicle
Job Types: Full-time, Permanent

Pay: $21.00-$23.00 per hour

Benefits:

Casual dress Dental care On-site parking Vision care
Ability to commute/relocate:

Hamilton, ON L8W 3P9: reliably commute or plan to relocate before starting work (required)
Experience:

Administrative: 1 year (required) Technical Support Occupations: 1 year (required)
Licence/Certification:

Class G Licence (required)
Work Location: In person