IT Service Desk Specialist

6 months ago

Toronto, Canada HomeStars Full time

**Location**: On-Site in Toronto

**Job** **Type**: Full Time - Perm

**Hours**: Mon-Fri, 40 hours/week

**Perks of joining HomeStars**:

- All our roles are currently remote.
- Office equipment supplied
- Comprehensive benefits package. We want our employees to stay healthy
- Monthly wellness activities to support your mental and physical health
- Home Improvement Credit: All employees receive a yearly credit to use toward a service from HomeStars
- December Closure: Our whole team takes a break in the last week of December, every year
- Personal Days: 5 extra days off per year, on top of vacation and sick days
- Beautiful brick & beam office in the heart of Toronto’s entertainment district, including a rec room with lounge, ping pong, darts, and foosball

**Opportunity**:

- As a Service Desk Specialist at HomeStars, you'll be our go-to expert for resolving technical issues and ensuring our IT systems run smoothly. Your role involves providing user support, creating documentation, and establishing support standards. You'll need strong problem-solving and communication skills, adaptability, and a customer-focused mindset to excel in this dynamic environment.
- This role is required to be in the Toronto office on a full-time basis, Monday to Friday from 9:00 AM to 5:00 PM, to ensure that we provide the highest level of support to HomeStars and its employees.

**Your typical day at HomeStars**:

- ** Standards and Processes**: Create and maintain HomeStars' standards and processes shaping the foundation for our Technical Support team.
- ** User Support Specialist**: Provide responsive and effective support to our growing team of over 250+ members, assisting with account creations, account resets, and resolving laptop and technology-related issues.
- ** Resource Facilitator**: Offer support for both vendor products and internal tooling, ensuring that our colleagues have the resources they need to excel.
- ** Proactive Issue Resolution**: Identify recurring technical issues and work on long-term solutions to minimize their occurrence, ultimately enhancing system reliability.
- ** End-User Training**: Conduct training sessions or create educational materials to empower end-users with the knowledge and skills needed to address common technical challenges independently.
- ** Hardware and Software Inventory Management**: Maintain accurate records of hardware and software assets, including tracking, procurement, and retirement of equipment.
- ** Collaboration with Vendors**: Liaise with third-party vendors and service providers to escalate and resolve complex technical issues and ensure efficient vendor communication.
- ** Security Awareness**: Stay up-to-date with the latest cybersecurity threats and educate end-users about best data security and privacy practices.
- ** Documentation Maintenance**: Continuously update and improve user help documentation, ensuring it remains current and relevant to support end-users effectively.
- ** Performance Monitoring**: Monitor system performance and proactively identify potential bottlenecks or issues, taking corrective actions as necessary.
- ** Collaboration with Development and SRE Teams**: Work closely with the Development and SRE teams to assist in infrastructure and network-related tasks, contributing to a cohesive IT environment.
- ** Feedback Collection**: Gather feedback from end-users regarding their experiences with technical support and use this input to drive improvements in service quality.
- ** Emergency Response**: Be available for on-call support or assist in addressing critical technical incidents outside of regular working hours when needed.

**Must-have qualifications**:

- ** More than 3 years of user support experience and a three-year degree in a computer-related field**: Demonstrated experience in providing technical support or relevant educational background to ensure a strong foundation in user assistance.
- ** Proficiency in supporting and troubleshooting technical issues with non-technical end-users**: Ability to effectively communicate complex technical concepts to non-technical team members and assist them in resolving issues.
- ** Familiarity with ticketing systems like JIRA or similar platforms**: Experience with ticketing systems to efficiently manage and prioritize support requests.
- ** Strong problem-solving and critical-thinking skills**: The capability to analyze issues, identify root causes, and implement effective solutions.
- ** Excellent verbal and written communication skills**: Clear and concise communication, both written and verbal, is essential for providing top-notch user support and creating documentation.
- ** Customer-oriented mindset**: A commitment to delivering exceptional service and ensuring end-users' needs and satisfaction are met.
- ** Adaptability and a willingness to learn**: The ability to quickly adapt to new technologies, processes, and tools as the IT landscape evolves.
- ** Flexibility to work from the off

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