IT Helpdesk Technician

**Primary Responsibilities**:

- Triaging tickets according to the identified issue and severity.
- Supporting a full portfolio of managed service products.
- Gathering information from our customers to create service tickets.
- Working to assess level-1 service tickets and identify solutions while communicating effectively with the customer.
- Clearly identify and document troubleshooting steps taken in service tickets.
- Escalating higher severity service tickets.
- Working with and developing a solid understanding of our Help Desk PSA, RMM and documentation systems.
- Learning various internal systems.
- Perform basic account management duties.
- On-call rotation for after-hours and weekend support.

**Technical Experience in the following areas is preferred**:

- Microsoft desktop and server operating systems.
- Microsoft Active Directory, File Servers, Network shares, Group Policy.
- Microsoft Exchange Online mail, OneDrive and SharePoint.
- TCP/IP, basic networking concepts, end-user VPN connectivity.
- Configuring and troubleshooting network MFPs.
- Security tools such as Antispam, Antivirus, Firewalls, UTM.
- Security monitoring and Managed Detection and Response (MDR)
- Demonstrate the ability to develop and maintain comprehensive documentation with a high level of detail.

**Non-Technical Qualifications**:

- Excellent customer relations and communication skills.
- Strong diagnostic and problem-solving skills.
- Outstanding organizational skills and meticulous attention to detail.
- Have the ability to manage and prioritize multiple tasks.
- Commitment to looking after clients and ensuring quality of service is a must.
- Have the ability to effectively manage your time and present a strong work ethic and willingness to support your team members.
- We need individuals with positive attitudes to fit with our team.
- References to be provided upon consideration.
- Criminal background check.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match

Schedule:

- Monday to Friday
- On call

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- Technical support: 1 year (preferred)

Work Location: Hybrid remote in Kanata, ON