IT Help Desk Support

6 months ago

Brampton, Canada Tasco Appliances Full time

Tasco Appliances is dedicated to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). During the Recruitment process if you require accommodation for disability, please advise the Human Resources Department._

IT Help Desk Support (Head Office)

**Department**: IT

**Reports To**: Director, I.T

**Summary**

IT Support Desk Support is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. The IT Support Desk is also responsible for recording all problems/solutions within the help desk ticket system.

**Job Duties**
- Resolve end-user IT issues, such as password requests, software questions, PC hardware problems, Internet connectivity, configurations, and so on.
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Diagnose and resolve all software problems and escalate diagnosed technical issues.
- Recognize and escalate deeper and more complex issues to Tier 2 support technicians.
- Assist PC and network technicians by troubleshooting software, hardware, and

network issues.
- Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, and so on.
- Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
- Prioritize work orders/help desk tickets according to severity.
- Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements.
- Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets).
- Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
- Perform maintenance\troubleshooting of company phone system (ECI and NEC).
- On-call after hours, weekdays and weekends with time in lieu.
- Perform inventory checks, document and track company assets (phones, tablets, laptops, PC).
- Compile, maintain, and file all repair records, reports, and other documents as required.
- Always maintain a high degree of professionalism, courteousness, and friendliness.
- Support the IT Director with various requests and projects.

**Requirements**:

- Excellent written, oral, and telephone communication skills.
- Able to communicate in user-friendly language.
- Strong customer service mindset.
- High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience.
- 1-2 years of direct work experience in a help desk support capacity.
- Detailed and diligent note taking and incident recording.
- Experience with HP, Lenovo IBM computer hardware.
- Experience with Windows XP, 7, 10 and windows server Operating systems.
- Able to quickly analyze issues and determine the best course of action using available resources.
- Sound judgment to escalate issues to senior members within the help desk organization.
- Knowledge of help desk management software tools.
- Knowledge of computer workstation setup.
- Exceptional multi-tasking abilities and prioritization skills.
- Team player able to work under pressure.
- Some travel may be required.

**Skills required to do the job**:

- Excellent interpersonal and organizational skills.
- Excellent written and verbal communication skills.
- Able to handle multi-tasking in a professional and organized environment.
- Above average level of accuracy and detail-oriented.

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