Description
The mission for the Level 1 Help Desk Support Specialist is to provide the highest standard of customer service to our clients by responding to and resolving daily desktop related tickets assigned to them within the set-out SLA of 15 minutes to respond and 1 day for resolution.
The Role Needs Someone with:
- Strong technical knowledge
- Excellent solution finding and analytical abilities
- Ingrained customer service orientation to do what is right
- Experienced business acumen
- Strong Interpersonal, stress management and communication skills
- Detail oriented
- Passionate about technology and has a thirst for new knowledge in the field
- Strong team player
- Previous experience creating detailed and easy to follow technical documentation
- Willingness to create internal knowledgebase articles
- Ability to work both in the office and from client sites
- 2+ Years previous IT support experience
- University or College Degree in IT
Technical Requirements:
- 1st Level information systems services problem resolution: problem definition, research and resolution
- Basic Windows Active Directory experience
- Microsoft Desktop / Server Deployment, Software and Hardware Inventory - Platforms: Windows 10 and Windows Server 2016/19
- Software Deployment Automation Tools: Disk Imaging, Patch/Software Release Management, Asset Management, System Monitoring
- Working knowledge of TCP/IP protocol
- Experience using Datto’s Autotask Professional Services Automation (PSA) is beneficial
Important point(s) to consider
The health, well-being and safety of our colleagues, clients, and communities is our number one priority. Vaccinations have proven to reduce the risk of COVID-19. Mandatory COVID-19 vaccination is an essential requirement of this position.
We are committed to taking every reasonable precaution to protect our colleagues, our clients and the communities we operate in. To support the health and safety of our staff, COVID-19 vaccination is an essential requirement of this position. As such, all offers of employment will be conditional upon either (i) proof of full COVID-19 vaccination or (ii) proof of need for accommodation under relevant human rights legislation. You will be required to submit proof of full vaccination or proof of need for accommodation during our background screening process.
We offer a hybrid work environment, requiring you to work out of our Toronto office at least 1 day per week (to address any hands on technical needs), and working from your home office. We have regular virtual meetings through MS Teams, to ensure that our team is always connected and working together.
Job Types: Full-time, Permanent
Salary: $45,000.00-$50,000.00 per year
Benefits:
- Company events
- Paid time off
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Toronto, ON: reliably commute or plan to relocate before starting work (required)