Help Desk Technician

3 weeks ago


Mississauga, Canada Compunnel Inc. Full time

Roles and Responsibilities:


  • Fully onsite position AND 6 month Contract temp to hire as per performance
  • This position will require some travel between the home office in Mississauga and other offices in Guelph and Toronto (more frequently - Guelph) once a week or as need. Must have reliable transportation -- site will reimburse travel expense
  • Primary work location is in the office area of a warehouse building. However, if equipment issues arise, may need to go onto the warehouse floor (standard PPE required - glasses and safety shoes).
  • Must be able to manage time effectively. Initial training will be provided for a few weeks, after which will need to work independently.
  • Interviews will be conducted virtually (Eastern Time).
  • **Must have in-office work
  • **Must have ticketing system, preference for Service Now
  • The Role: This role provides technical support to the organization's internal users of computer applications, hardware, and network systems (e.g., PCs, servers, cloud services); deploys endpoint hardware and software products and services; answers questions regarding system procedures, online transactions, and systems status; collaborates with other teams within IT to restore service and identify problems; and maintains a troubleshooting tracking log ensuring timely resolution of problems. A key focus is on relationship building and developing a holistic understanding of site operations to enhance IT service delivery.
  • Essential Functions:
  • · Monitor and Assist: Monitor the Help Desk ticketing system (e.g., ServiceNow) and provide timely assistance to customers with incidents, events, problems, requests, and projects.
  • · Documentation: Prepare timely documentation of issue resolution in accordance with knowledge management practices.
  • · Deploy and Manage Hardware: Deploy computers, printers, multifunction devices, scanners, VoIP phones, and mobile devices using tools like Microsoft Endpoint Manager (Intune) and Apple Business Manager.
  • · Connectivity: Ensure connectivity of all equipment including workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
  • · User Account Management: Manage end-user accounts, permissions, and access rights using systems like Active Directory and Azure AD, following best practices regarding privacy, security, and regulatory compliance.
  • · Troubleshooting: Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems with computers, input/output fleet, voice, and video equipment. Escalate incidents as necessary.
  • · Performance Analysis: Analyze the performance of supported devices, identify, and report common issues to the appropriate support groups.
  • · Collaborative Upgrades: Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases.
  • · End-User Support: Provide IT services for end users, including visitors within the assigned region.
  • · Security: Assist with resolving security-related issues, ensuring the integrity and security of enterprise data on host computers and during data transfer in accordance with business needs and industry best practices.
  • · Knowledge Sharing: Exchange information and knowledge related to IT services with other members of the support team.
  • · Project Coordination: Coordinate the implementation of desktop and server systems with other infrastructure and applications teams utilizing industry best practices to meet corporate objectives.
  • · Asset Management: Practice network asset management as per documented processes.
  • · Support Development Teams: Support application development teams throughout project lifecycles.
  • · Additional Duties: Perform other duties and special projects as assigned by the team lead.
  • Minimum Qualifications:
  • ·Education & Experience: Bachelor’s Degree in MIS, Computer Science, or relevant concentration preferred, with 2-3 years of experience; or 3 to 4 years of relevant and equivalent business or IT experience.
  • · Certifications: ITIL knowledge preferred, certification a plus. A+, Network+, Microsoft, Cisco, or other relevant technical certifications are also advantageous.
  • · Technical Knowledge: Working technical knowledge of current systems software, protocols, and standards, including Directory Services, Windows 10/11, Microsoft 365, Cisco VoIP and Networking, mobile communications, and ServiceNow ticketing system.
  • · Troubleshooting Skills: Hands-on software and hardware troubleshooting experience.
  • · Data Privacy: Knowledge of applicable data privacy practices and laws.
  • · Team Collaboration: Experience working within a team-oriented, collaborative environment.
  • · Decision Making: Makes evidence-based decisions using all available relevant data, understanding when to seek guidance.
  • · Business Focus: Continuously learns how the business operates and applies this understanding to improve service delivery.
  • · Continuous Improvement: Asks questions and takes actions to improve tasks or processes within his/her own scope of work.
  • · Collaboration: Collaborates effectively across functional, business, geographic, and cultural boundaries


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