Helpdesk Senior Associate

3 weeks ago


Halifax, Canada United Software Group Inc Full time

Job Title: Helpdesk Senior Associate

Location: Halifax Nova Scotia, Remote


Job Description:

You will be the first line of support for users, ensuring efficient resolution of Level 1 technical issues and maintaining high standards of customer service.


Key Responsibilities:

  • Diagnose and troubleshoot Level 1 problems with personal computer hardware, software, and peripherals.
  • Answer the help desk line and respond promptly to user requests regarding computer systems.
  • Acknowledge receipt of all user requests within defined service levels.
  • Initiate and manage service orders (tickets) for all user requests, assisting users to ensure accurate information is provided.
  • Maintain up-to-date user information and documentation.
  • Participate in managing and resolving client requests via the ticketing system to closure.


Basic Qualifications:

  • Strong telephone etiquette and effective communication skills.
  • Ability to develop business relationships and interact with users professionally.
  • Basic troubleshooting skills for hardware, software, and peripheral issues.
  • Fundamental understanding of network, server, and desktop administration, including installations, upgrades, techniques, tools, and equipment.
  • Proven experience in a helpdesk or technical support role.


Nice to Have:

  • Industry certifications (e.g., CompTIA A+, ITIL) are a plus but not required.



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