IT Help Desk Technician

2 weeks ago

London, Canada Attache Group Inc Full time

**Basic Functions**:

- Troubleshoot and resolve end user client support issues on their laptops and desktops
- Provide IT support for our client’s server, storage and network infrastructure, both on-premise and in the cloud
- Ensure the highest level of customer service in a collaborative environment with a keen focus on helping our clients resolve issues and problems as the first point of contact
- Troubleshoot, or escalate issues in a timely matter as appropriate, while communicating clearly and proactively throughout the client's experience until resolved
- Utilize excellent customer service skills and ensure proper recording, documentation, and closure of service tickets as you grow your knowledge of Attache’s help desk procedures, products, and service offerings
- Work proficiently with mínimal daily guidance in a remote setting

**Daily Duties and Responsibilities**:

- Perform basic IT functions remotely such as file restores, password resets, new computer setups and the creation of new users in Active Directory
- Track time and expenses in PSA system (ConnectWise)
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service or project tickets in ConnectWise
- Assist in monitoring the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Create and maintain client documentation in Attache’s document management tool
- Improve client service, perception, and overall satisfaction with Attache Group
- Communicate with clients as required (i.e. keeping them informed of incident progress, notifying them of impending changes, agreed outages, etc.)

**Knowledge, Skills, and/or Abilities Required**:

- Excellent technical working knowledge of Windows 10/11 and macOS
- Excellent technical working knowledge of server and cloud environments such as Microsoft 365, Azure, Windows Server, Hyper-V and VMware ESXi
- Strong interpersonal and communications skills
- Excellent diagnosis and troubleshooting skills
- Ability to work in a team-oriented environment
- Passion to learn about new technology
- Ability to multi-task and adapt to changing client requests on the fly
- Self-motivated with the ability to work in a fast-paced environment with little or no supervision in a remote setting
- Desire to work outside of normal business hours

**Salary**: $45,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Life insurance
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

**Experience**:

- Help desk: 3 years (required)

Ability to Commute:

- London, ON N5W 3A7 (required)

Work Location: Hybrid remote in London, ON N5W 3A7

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