IT Helpdesk Technician

We are a leading call center consulting firm seeking an energetic individual to join our Help Desk team in Brantford, Ontario. As an independent contractor, you will provide Tier 1 support for end users of Zoom and Genesys Contact Center, assisting with troubleshooting VPN, headset, and website-based issues.

Your primary responsibilities will include resolving IT issues, providing one-on-one support to end users via various communication channels, and escalating complex issues to senior support technicians.

In addition, you will be involved in onboarding and offboarding processes, managing Office 365 admin tasks, and maintaining help desk documentation. Strong communication skills and excellent phone etiquette are essential for this role.

**Job Duties**:

- Resolve end-user IT issues, including password resets, software questions, PC hardware problems, and Internet connectivity configurations.
- Escalate complex issues to senior support technicians.
- Assist with moves, adds, and changes to network and system access for employees.
- Accurately log work orders and resolutions into the ConnectWise Manage ticketing system, ensuring timely updates.
- Prioritize work orders according to severity.
- Conduct training sessions for end users and create training materials.
- Maintain professionalism, courtesy, and friendliness in all interactions.
- Assist senior technicians with various projects.

**Requirements**:

- High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience.
- CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification preferred.
- 1 year of direct work experience in a help desk support capacity.
- Experience with computer hardware.
- Proficiency in Windows and Office software.
- Familiarity with Mac and iOS software (bonus).
- Strong analytical skills to quickly assess issues and determine the best course of action.
- Sound judgment to escalate issues to senior members within the help desk organization.
- Excellent written, oral, and telephone communication skills.
- Flexible working hours.
- Ability to communicate technical information in user-friendly language.
- Exceptional multitasking and prioritization abilities.
- Strong customer service mindset.
- Team player with individual troubleshooting skills.
- Previous call center experience is an asset.
- Experience with SIP technology, call center ACD, and dialer products is an asset.

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

Pay: $39,000.00-$42,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Flexible schedule
- On-site parking
- Tuition reimbursement

Schedule:

- 8 hour shift
- Holidays
- Weekends as needed

Work Location: In person