Position Overview
As an IS Service Desk Technician Tier 1, you will be the first point of contact for end-users seeking technical assistance. Your primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently. You’ll work closely with other IS team members to ensure smooth operations and user satisfaction.
This is a hybrid position with 3 office days.
Responsibilities
- User Support:
- Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Assist users with login problems, password resets, and account management.
- Hardware and Software Maintenance:
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Install, configure, troubleshoot and update software applications on user devices.
- Ensure proper functioning of workstations, laptops, and mobile devices.
- Network and Connectivity:
- Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers.
- Assist users with connectivity issues, including Wi-Fi and VPN setup.
- Documentation and Knowledge Base:
- Maintain accurate records of user requests, incidents, and resolutions.
- Contribute to the knowledge base by documenting common issues and solutions.
- Customer Service:
- Communicate effectively with end-users, demonstrating patience and empathy.
- Manage user expectations and provide timely updates on issue resolution.
- Security Awareness:
- Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training.
- Report any security incidents promptly to higher tiers.
- Collaboration:
- Collaborate with other IS teams to escalate complex issues and ensure timely resolution.
- Participate in team meetings and contribute to process improvements.
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
Perform other duties as assigned
Qualifications
- Education: Associate degree or equivalent experience in information technology or related field
- Experience: Relevant work experience in a help desk or technical support role.
- Certifications: Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
- Skills:
Strong problem-solving abilities.
Excellent communication skills.
Familiarity with Windows and macOS operating systems.
Basic knowledge of networking concepts.
User-focused mindset.
We welcome applications from candidates at early stages of their IT careers, including recent graduates, career switchers, and those returning to the workforce. If you meet some — but not all — of the qualifications below, we encourage you to apply.
Compensation
$55,000 - $68,000
Vacancy
We have 1 available position
Perks And Benefits
- Flexible work hours
- Robust company-paid benefits
- Generous time off package
- A balanced approach to work and life
- Stock purchase plan
- RRSP program*
- Work from home options
