L1 Helpdesk Technician

What We Do:
We are the Tandet Group of Companies, and we have been in business for over 40 years. From freight hauling to brokerage, fleet maintenance to emergency power generation solutions we connect people and goods, ensuring that products always arrive at their destination in an efficient and cost-effective manner. Outstanding people and processes form our foundation, and technology plays a key role in the Tandet strategy. All our companies benefit from state-of-the-art systems to manage, communicate, track and report on every aspect of what we do. At Tandet we pride ourselves on always having the most advanced and robust IT infrastructure available.

You Will:

- Conduct and direct research into IT issues and products as required.
- Present ideas in business-friendly and user-friendly language.
- Ensure supporting documentation is created and kept current for all aspects of support.
- Effectively prioritize and execute tasks in a high-pressure environment.
- Possess strong time-management skills.
- Embody an exceptional customer service attitude. Interact professionally with all levels of staff with your excellent communication and interpersonal skills.
- Seek out and implement opportunities to automate repeatable tasks to streamline help desk operations.
- Liaise with the Help Desk Team Lead so that communications about technical support, operations, changes, outages and issues can be handled proactively.

Your Tasks Include:

- Administering user accounts in AD, Exchange, O365, etc.
- Preparing, deploying, and supporting PC hardware and software.
- Providing day-to-day technical support to approximately 500 users.
- Work on Service Desk incident tickets and service requests, ensuring they are addressed in a timely manner, provide root cause analysis, investigating results and closing tickets in accordance with SLA.
- Supporting our infrastructure team in deploying and maintaining back-end technology hardware as well as supporting core Windows functions such as DHCP, DNS, print shares, etc.
- Assisting in maintaining enterprise business systems.
- Assisting in company-wide cyber security efforts.
- Being occasionally required to visit other Tandet sites/offices around the GTA, while having a reliable method of transportation.
- Being required to work “on-call” on a rotational basis in order to provide end-user support during weekends, holidays and outside of regular business hours.

How You Qualify:
Education & Certification:

- A diploma or degree in the field of Computer Science or Management Information Systems or a related discipline is preferred. Demonstrative experience and industry accreditations may be considered as equivalent.
- Any one or multiple certifications in ITIL, MCP, COBIT, MCSE, MOS, CCNA, CCNP is an asset.

Experience and Knowledge:

- At least five years in a Level 1 Help Desk role or equivalent experience/knowledge.
- Solid record of ensuring tasks are accurately completed in a timely manner.
- Experience administering user accounts and security controls in Office 365/M365.
- Familiarity with back-end systems administration.
- Highly experienced in maintaining PC hardware and software.
- Active Directory, Exchange, Teams, ERP/CRM user administration.
- Demonstrated success in solving end user issues across multiple computing platforms and devices.
- Ability to multi-task and adjust to shifting priorities.
- Excellent Troubleshooting skills.
- Keen attention to detail.
- Self-starter.

Nice to Have:

- Intune or other MDM Experience.
- Experience with one touch deploymen

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

Pay: $65,000.00-$70,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

**Experience**:

- IT support: 4 years (preferred)
- Backend Systems Exp: 1 year (preferred)
- Active Directory, Exchange, Teams, ERP/CRM user admin: 3 years (preferred)

Work Location: Hybrid remote in Hamilton, ON L8H 2Y7