IT Help Desk Technician

Fire Protection Inc is the fastest-growing full-service fire protection company, and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures. The ideal candidate should possess robust communication and collaboration skills, along with experience in EDR/XDR tools, Active Directory, Windows Server administration, and Office 365 administration. Possession of CCNA and CompTIA certifications would be a strong asset. Please note: For training purposes, occasional travel to our headquarters in Mississauga, Ontario may be required. Responsibilities: Level 1 Support: Act as the initial point of contact for the internal team seeking technical assistance via phone or email related to hardware (laptops, phones, printers, etc.), internal applications, and server/network infrastructure. Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions. Determine optimal solutions based on the issue and details provided by customers. Guide customers through the problem-solving process. Escalate unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Document events and problems, along with their resolutions, in logs. Follow up and update customer status and information. Relay customer feedback or suggestions to the appropriate internal team. Identify and propose possible improvements to procedures. Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols. Inventory Management: Oversee and maintain accurate records of IT hardware and software inventory. Collaborate with relevant teams to optimize inventory levels. Conduct regular audits to ensure inventory accuracy. EDR/XDR Tools: Monitor and respond to security incidents and threats effectively. Active Directory Management: Create, modify, and manage user accounts, groups, and permissions. Office 365 Administration: Manage user accounts, licenses, and security settings. Network Monitoring: Monitor network performance, troubleshoot connectivity issues, and ensure optimal network operation. Collaborate with network engineers to optimize network infrastructure. Documentation: Maintain accurate and up-to-date documentation of system configurations, processes, and procedures. Create technical documentation and guides as needed. Incident Response: Participate in incident response activities, including identifying, mitigating, and recovering from security incidents. Collaborate with the security team to develop incident response plans. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). Minimum of 2-4 years of experience as an IT help desk technician. Proficiency in EDR/XDR tools. In-depth knowledge of Active Directory management and Windows Server administration. Experience with Office 365 administration and cloud-based services. Good understanding of network monitoring and troubleshooting. Excellent problem-solving and analytical skills. Strong communication and collaboration abilities. Relevant certifications such as CCNA and CompTIA are a plus. Join Us: Headquartered in Mississauga, with deep operations throughout Canada, Onyx-Fire is the quality choice for local and national clients alike. We deliver preventative maintenance and project services to protect our client's people and their properties. Our high-performance culture provides an environment for people to grow and develop in their careers, take on more responsibility, and be part of a team that shares the same goals Onyx Fire Protection Services is an equal opportunity employer committed to fair and respectful treatment of all individuals. We value diversity as a strength and strive to create an inclusive workplace. In accordance with provincial legislation and our Accommodation Policy, we welcome accommodation requests throughout the hiring process.