IT Help Desk Support

7 months ago

Mississauga, Canada i3 Solutions Inc. Full time

The Technical Client Support responsibilities are two-fold. Firstly, you will be responsible for timely and effective resolutions to issues relating to i3’s Panacea software package as it relates to both hospital management and end-user use. Secondly, you will be responsible for timely and effective resolutions to first-level end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating basic technical solutions in user-friendly language, and conducting end-user training where necessary.

**Duties**
- Resolve end-user IT issues (i.e. password reset, software questions, PC hardware problems, Internet connectivity, configurations, and etc.)
- Diagnose and resolve minor network issues (i.e. LAN access and equipment issues)
- Recognize and escalate deeper and more complex issues to Tier 2 support technician
- Participate in moves, adds, and changes to network and systems access for new, departing, and/or promoted/demoted employees
- Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process
- Prioritize work orders/help desk tickets according to severity
- Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
- Compile, maintain, and file all repair records, reports, and other documents as required
- Maintain inventory of end-user hardware using hardware database in a timely and consistent manner
- Maintain inventory of software licenses
- On-call rotation required. Must have Internet access from home. Required to carry a cell phone during business and off hours
- Perform and assist with disaster recovery operations, as necessary
- Perform other duties as necessary (i.e. internal hardware issues, inventory management)

**Requirements**:

- College degree in technical field required, university degree considered an asset, or an acceptable combination of education and relevant experience
- COMPTIA A+/Network+ or 1+ years of direct work experience in a Support Technician capacity
- Always maintain a high degree of professionalism, courteousness, and friendliness
- Business-oriented mindset
- Ability to explain technical concepts and theories to non-technical audiences
- High degree of resourcefulness, flexibility, and adaptability
- Multi-tasking, organizational skills, and management of priorities
- As a growing company, responsibilities will increase over time
- Desktop/network support
- All Windows environments
- Microsoft Office Suite
- Active Directory: Must be able to create/modify user account
- Must be able to manage user accounts, both in AD and Group Policy

**Nice to Have**
- Virtual Machine experience (i.e. VMWare, Hyper-V)
- Experience installing and configuring all kinds of Windows Servers
- SQL Server experience (i.e. Microsoft SQL Server, MYSQL)

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

**Salary**: From $45,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Monday to Friday
- On call

**Experience**:

- IT Help desk support: 2 years (required)
- Active Directory: 2 years (required)
- Network support: 2 years (required)
- Office 365 support: 2 years (required)

Work Location: Hybrid remote in MISSISSAUGA, ON

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