Help Desk Technician

2 weeks ago


Markham, Canada Home and Community Care Support Services Full time

Job Description:
**Help Desk Technician**

**Regular Full Time**

**Corporate Services - IT IS Telecom**

**Initial Location Sheppard (Hybrid)**

Reporting to the Manager, Service Desk, the Helpdesk Technician provides technical support and service to users, which includes but not limited to trouble-shooting and resolving issues, routine equipment maintenance and installation.

**KEY ACCOUNTABILITIES**:

- The following outlines the primary duties and responsibilities for the Helpdesk Technician:

- Receive requests from users concerning hardware/software problems and other relevant issues
- Logs all requests in ticketing system
- Troubleshoots & analyzes requests
- Closing service requests with detailed information of the resolution documented in the ticketing system
- Document work-arounds and solutions, and update the IT knowledgebase
- Setting up, configuring, client devices, user accounts, and printers, etc. Moving physical hardware and wiring as required.
- Moving physical hardware and wiring as required
- Liaises with all levels of IT support as required, determines solutions and appropriate responses
- Escalates requests to higher level support as required
- Travels to other office sites of Central HCCSS as required in order to provide technical support and response
- Other duties as assigned

**Working Conditions**:
Variable hours (8:00 a.m. - 6:00 p.m. or as required) including weekends and statutory holidays. Scheduled hours and days require flexibility in order to meet the needs of the Central HCCSS and its staff and clients. Initial area and/or schedule may change in order to facilitate the needs of the Central HCCSS in accordance with the Collective Agreement
- Potential long periods of sitting and talking on the phone
- Ergonomic issues of prolonged sitting, bending, lifting, keyboarding, or viewing computer monitor
- Smoke-free, scent-free office environment
- Ability to work outside normal business hours is required

**POSITION REQUIREMENTS**:
**A) EDUCATION**
- Program completion in a community college or technical college in a related discipline
- MCP, A+, ITIL certification preferred
- Minimum of one (1) year experience working in a Active Directory, support environment

**B) KNOWLEDGE AND EXPERIENCE**
- Working knowledge in networking or personal computer activities and equipment
- Working knowledge of Helpdesk software
- Demonstrated analytical, technical and problem-solving skills
- Proven ability to work in a team setting
- Demonstrated ability to work independently and accurately
- Maintain confidentiality, exercise good judgement and discretion
- Valid Driver’s License with unrestricted access to a vehicle is preferred

**_



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