Helpdesk Support Specialist

6 months ago

Hamilton, Canada Hamilton Family Health Team Full time

Do you have a passion for technology and providing exceptional customer service? Are you looking for a challenging and rewarding opportunity to develop your skills and grow your career? If so, we have the perfect role for you

**Company Overview**:
Together, we do amazing things every day. Imagine a supportive employer, a career that fits your lifestyle, and many learning opportunities. With the Hamilton Family Health Team, you can have all of that and more. We work hard to create an innovative and diverse workplace that values the contributions of our employees. No matter what your role is, working with us is about making a difference - every day

**Position Overview**:
As a Helpdesk Support Specialist (Level 1), you will be the first point of contact for our clients, assisting with technical issues and inquiries. You will play a crucial role in ensuring smooth day-to-day operations by resolving problems, providing timely assistance, and maintaining a positive customer experience.

**Responsibilities**:

- Diagnose and troubleshoot hardware and software issues for end-users.
- Assist with password resets, account creations, and access-related inquiries.
- Escalate complex issues to Level 2 support when necessary.
- Provide excellent customer service, ensuring a positive and professional interaction.
- Document and track support incidents, resolutions, and follow-up actions.

**Qualifications**:

- Customer Service Focused
- Adaptive learner with excellent communication skills
- Diploma or degree in computer science or a related field.
- 1+ years of experience in a helpdesk or technical support role.
- Additional technical certifications are a plus.
- Experience with Office 365 and VOIP phone experience
- Experience with Active Directory, Networking & WIFI
- Experience with Printers and copier troubleshooting
- Familiarity with common operating systems (Windows, macOS) and productivity software.
- Experience with Microsoft Office Suite and Google Suite.
- Strong communication and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Valid Class G Driver’s License & Vehicle
- Provide daily on-site business support, and the ability to travel between locations as required.

**Preferred Skills**:

- Past Work Experience in the Medical Health Field
- Experience with ticketing systems and remote support tools.
- A passion for staying up-to-date with technology trends.
- Knowledge of CyberSecurity best practices.

**Why join the HFHT?**
- Competitive Employee Value Proposition including, but not limited to:

- Healthcare of Ontario Pension (HOOPP)
- Extended health care benefits including health, dental, vision & critical Illness insurance
- Meaningful, purpose-based work
- 13 paid Stat holidays and one (1) extra float day
- Flexible work schedule
- Ongoing green initiatives

**Summary**:
Classification: Non-Union
Primary Location: Hamilton, Ontario, On-site
Employee Class: Full-Time, Permanent
Date Available: ASAP

**Application Instructions**:
Interested applicants please submit résumé and cover letter as one document using naming convention

**Job Types**: Full-time, Permanent

**Salary**: $20.65-$25.27 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- helpdesk or technical support: 1 year (required)

Licence/Certification:

- Class G Licence (preferred)

Ability to Commute:

- Hamilton, ON (required)

Work Location: In person

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