IT Help Desk Technician

About the Position: Help Desk Technician

We are looking to add a new Help Desk Technician to our growing team who will be responsible for providing technical support within the organization. The Help Desk Technician’s role will be to serve as a technical desktop and IT infrastructure support resource. Other responsibilities include, providing troubleshooting and technical support via phone, web-based tools and email and advise customers regarding the product’s proper use and address specific user issues. This role also includes assisting with onboarding in the US, creating accounts, setting up new computers and shipping.

What you will do:

• Answer, prioritize, and respond to incoming Slack messages, telephone calls, tickets, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies as well telecommunications issues.
• Install and provide support for PCs, printers, and other peripherals (headphones etc.)
• Ensure that all tickets requiring follow up work and/or calls receive appropriate attention.
• Escalate issues to the appropriate channel quickly to avoid losses in efficiency.
• Retrieve, via shipping service, the Hardware from terminated employees.
• Ship out Hardware that has been set up for a new hire, to new Employees, with in Canada.
• Point of contact for Hardware recovery for the call center
• Onboarding new hires and shipping their Hardware
• Creating new accounts for new hires
• This is a 9-5 in the office, Monday-Friday position.

What we are looking for:

• Minimum 2 years of technical support experience
• An analytical thinker, ability to synthesize complex or diverse information, collect and research data, use intuition and experience to complement data, design workflows and procedures.
• Ability to communicate effectively with all levels of staff: verbal, written, and listening.
• Proven ability to work within stringent timeframes.
• Good organizational skills and detail-oriented
• Must be punctual, reliable, and self–reliant.
• Able to lift heavy equipment (PCs, monitors, printers)
• Be familiar with: Office, Team viewer, Internet Browsers such as Chrome, windows ten, AWS, printers, networking.

What we offer:

• Competitive compensation package
• Paid vacation and personal time
• Health and Dental benefits, including Employee Assistance Program
• Ongoing professional development & training

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Make your mark. Apply today.

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