IT Service Desk Tier 1

3 months ago


Ingersoll, Canada Tirecraft Full time

**IT Service Desk**
Tirecraft Ontario, Ingersoll

**Helping Canadian’s get Ahead**

**What we are looking for**:
**Benefits**:

- Benefits Package including Health and Dental coverage + more
- Employee Assistance Program (EAP)
- Employee Purchase Program (deals deals deals)
- Birthday off with pay
- Endless paid training
- Ministry Certification(s) available
- Future ownership opportunities; Employee Stock Ownership Plan

**Responsibilities**:

- Diagnose, research, and resolve tier 1 technical hardware and software issues.
- Effectively advise and assist customers on appropriate action.
- Provide accurate information on IT products and services.
- Gather all information for escalation to Tier 2 or Tier 3 support.
- Direct unresolved issues to the next level of support personnel.
- Identify and escalate situations requiring urgent attention.
- Maintain the highest possible level of customer service.
- Work with internal stakeholders to ensure accurate and effective training content.
- Create documentation for all Team Members (IT and non-IT).
- Open/Close ticketing system and communicate with required personnel.
- Monitor and respond to server notifications.

**Qualifications**:

- Passion for technology
- Can think quickly on your feet
- Ability to multi-task and manage time efficiently
- Ability to work both independently and as part of a team
- Good problem-solving skills
- Exceptional customer service skills
- Remote/in person troubleshooting
- Windows 10 & 11, Android
- Account unlocks/Reset (AD, M365, other systems)
- Basic M365 issues
- VPN and remote access

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