Junior Help Deskside Support
6 months ago
Junior help desk support person is to provide essential technical support and assistance to end-users, ensuring the smooth operation of an organization's IT systems. They diagnose and resolve hardware and software issues, assist with user inquiries and technical guidance, manage and document support requests, and maintain a high level of customer service. Their role is pivotal in enabling end-users to effectively utilize technology and stay productive, while also serving as a foundational step in the broader field of IT support and service delivery.
DUTIES AND RESPONSIBILITIES
- Provide first-level technical support to end-users, assisting with hardware, software, and network issues. Troubleshoot problems and work to resolve them promptly.
- Use a ticketing system to log, prioritize, assign, and track user requests and incidents. Ensure that support tickets are resolved within established service level agreements.
- Assist internal office users with password resets and account-related issues, ensuring secure access to IT systems.
- Address network connectivity issues, including problems with Wi-Fi, Ethernet connections, and VPN access.
- Maintain documentation of common technical issues, solutions, and user guidelines to build a knowledge base for future reference and training.
- Communicate with end-users in a clear and user-friendly manner, avoiding technical jargon, and ensuring a positive customer service experience.
- Assist in training and educating end-users on basic IT practices, security procedures, and best practices to prevent common issues.
- Stay updated on industry trends and emerging technologies to enhance technical skills and provide better support.
**REQUIREMENTS**:
- Information technology diploma, computer science degree or equivalent experience in IT
- Strong problem-solving and troubleshooting skills are crucial in this role to diagnose and resolve technical issues effectively.
- Excellent communication and customer service skills are essential since junior help desk support personnel frequently interact with end-users. The ability to explain technical concepts in a non-technical manner is important.
- Detail-oriented to accurately document and track support requests and ensure that issues are fully resolved.
- Familiarity with tasks like software updates, hardware maintenance, and backups is a plus.
- Collaboration with other IT support team members and departments is often necessary to resolve more complex issues or escalate problems.
- This role is not eligible for remote or hybrid work arrangements. You must be physically present at the office every day (5 days a week).
**Job Types**: Permanent, Full-time
**Salary**: From $40,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site gym
- Paid time off
- Tuition reimbursement
- Vision care
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Toronto, ON M5X 1E1: reliably commute or plan to relocate before starting work (required)
Work Location: In person
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