IT Support Help Desk

The Desktop Support Specialist answers incoming calls and uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Desktop Support Specialist escalates unresolved problems/issues/requests to the proper tier 2 support team. Troubleshooting basic end-user issues on various software applications, hardware, network, and telecommunications systems and providing basic desktop support.

Essential Duties and Responsibilities

Information Technology

• The primary responsibilities are user support and customer service. Being present and available to clients requiring technical assistance
• Respond to questions from all emails and callers
• Become familiar with each client and their respective applications
• Learn fundamental operations of commonly used software, hardware, and other equipment
• Become familiar with help desk policies and services
• Become familiar with the Systems, Network, Core Applications, and each team in the IT Department
• Maintain server room equipment and environment
• Manage assets using asset management software
• Conduct quarterly asset counts with IT and Finance teams to ensure corporate compliance
• IP Mask: Configurations of IP submass of A, B, and C classifications
• Manage purchasing of consumables needed for the office
• Data Classification: Handling restricted information with the appropriate personnel without
• compromising the confidentiality
• Other duties as assigned by the Senior Network Manager

Requirements

Education

College Diploma minimum

Relevant IT certifications are an asset

Knowledge

• Ability to utilize the applications for Microsoft Office for support, reporting, and documentation.
• Excellent oral and written communication skills; ability to provide technical support in person and over the phone
• Interpersonal skills and ability to work with others; professional demeanor, friendly presence, and helpful attitude
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it; Ability to think around problems and come up with creative solutions is helpful.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work with or without direct supervision.
• Some experience with the physical installation of servers and network equipment would be an asset

Experience

3+ Years of related experience preferred

Experience with the following is an asset

• Windows 10/11, and Linux (Centos/Ubuntu)
• Virtualization software: VMware Deployment, Setup, Troubleshooting, Management, VMware
• Clustering, Shared Storage and Vcenter (ESXi6.7 to 7.x) and VSphere (6.7 to 7.x)
• Active Directory (experience with migration to new forest would be a benefit)
• WSUS update management.
• Articulate knowledge articles and SOPs (multilevel training documents for users and technicians)
• Physical Installation and Decommissioning of Network, Server, and Desktop components
• Web Filtering Technology (SSL Decryption)
• VOIP Phone system ( VOIP Systems / Cisco )
• Remote Support for remote offices and employees
• Video conference setup and support (Crestron / Polycom / Cisco)
• Auditing, documenting, and applying the latest OS security practices
• Work with HR for employee status information
• IP management & Network Access Control
• Batch and Powershell scripting
• MS Sharepoint
• Active Directory Domain Federation (ADFS)
• Monitoring system and users. User account management
• Asset Management using an internal system
• Strong understanding of Internet Protocol, including subnetting, port management
• PC Image creation/deployment (SCCM)
• Understanding of network routing between intranet and external networks segregated by network firewalls and security devices
• Support and Management of Proprietary Systems, Applications and Equipment
• Support and Management of Mobile Devices

Job Type

Full-time

Pay

$22.00-$25.00 per hour

Experience

IT support

1 year (required)

License/Certification

CompTIA A+ (preferred)

Work Location

In person, Halton Hills, ON