IT Coordinator

3 weeks ago

Toronto, Canada Triella Full time

**The Role**:IT Coordinator**

Reporting to the IT Help Desk Manager, the IT Coordinator is required to answer all calls from our client base that are IT support-related calls. You will then be responsible for creating the necessary service tickets and assigning them to most suitable staff member. Other responsibilities include coordinating meetings and scheduled tasks in the future so that our service desk team and clients can plan accordingly to achieve their daily tasks.

It is the best role for someone wanting to enter the IT industry and pick up skills and experience directly related to this industry. There is room for growth into the many branches of IT (technical, accounting or people focused).

**Expectations**

You are the first point of contact when clients contact our IT helpdesk team. So, you need to be tech savvy at least with some level of experience in a level 1 helpdesk or junior support person. You can lean on experience from working in a corporate firm, previous CO-OP/summer roles in an IT MSP environment or volunteer role at a not for profit.

You will be a good fit if you can both follow a set process but then use your creative problem-solving skills to improve that process. Since you will be client facing, being warmly approachable, caring and showing empathy for people will go a long way to help you succeed.

**Must Haves**:

- Self-motivated and driven to be able to learn on the job and work unsupervised, and share your suggestions for continual process improvement and speak up in a team.
- Strong ethics and integrity.
- Attention to detail, as the rest of the team will be relying on your work for their respective duties.
- Excellent written and verbal communication skills in English. Speaking to clients in clear everyday language, and employing a high degree of tact and diplomacy to promote a positive image of the firm.
- Understand basic IT concepts such as what is a server, PC, modem, firewall, software, app, platform.
- Happy to travel and meet clients in person sparingly.
- Speaking with both tech savvy and non tech savvy people.
- Well organized and scheduled and knows what to prioritize.
- Familiar with using Windows 10 and Windows 11.
- Familiar with using mobile devices from both Android and Apple ecosystems.
- Have succeeded in fixing computers and other gadgets at home or at previous jobs.
- Legally able to work in Canada.
- Able to commute to downtown Toronto for at minimum 3 days a week.
- Worked with Microsoft Office Apps and the Microsoft 365 productivity apps in the past.
- A technical diploma or degree in computer technology from a Canadian or highly recognized international institution.

**Nice to haves**:

- An interest in cloud computing, virtual desktops, and security.
- Previous Canadian, US or commonwealth nation work experience with client service and IT troubleshooting.
- Using Microsoft Windows Server 2016/2019 Active Directory and Group Policy.
- Using and supporting a Citrix environment.
- Using Microsoft Exchange Server
- Using Microsoft 365 Admin portal.
- Familiar with using network devices like modems, routers, and firewalls.
- Physically fit and able to lift and manipulate server and desktop equipment.
- Maximize the first instance completion of tickets assigned to you.
- Password management, new user set up, basic remote access issues, solving printing issues, among other tasks.
- Document all solutions in the ticketing system and as needed, share those solutions with the rest of the team.
- Previous experience providing remote/over the phone support and with an IT MSP firm.
- Previous experience working with a remote team.

**Salary**: $35,000.00-$37,500.00 per year

**Benefits**:

- Extended health care
- RRSP match

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Toronto, ON M5H 3W4: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Toronto, ON M5H 3W4

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