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IT Help Desk Support Specialist

2 weeks ago

Toronto, Canada The Principal TAG Full time

**IT Help Desk Support Specialist**

Toronto ON/Hybrid Model

**Minimum Position Qualifications/Requirements**:

- Bachelor’s degree in Computer Science, Information Technology, System Administration, or equivalent experience required.
- 5+ years of experience working as a tier 1-2 support specialist in a Windows environment.
- ITIL certification or equivalent experience
- Strong knowledge of MS Windows 10 and Office 365.
- Strong knowledge of Windows domain environments operations (Active Directory / Group Policy, Windows Update, etc).
- Strong knowledge of Windows Server
- Knowledge and understanding of mobile device management(Intune).(nice to have)
- Ability to diagnose and resolve basic as well as complex technical issues.
- Ability to escalate issues when required.
- Knowledge and understanding of telephony (nice to have)
- Proactive problem solver with a can-do attitude.
- Excellent written and oral communication skills.
- Ability to multitask and prioritize duties appropriately;
- Ability to work well independently, as well as part of a team;
- Excellent customer relationship, communications and interpersonal skills.
- Highly organized

**Job Duties and Responsibilities**:

- Monitor IT Helpdesk queue and answer service request calls in an appropriate and timely manner; initiate and maintain a database of service request tickets including categorization and entry of required information.
- Serve as the first point of contact for end users seeking technical assistance through ticketing system.
- Support Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, iPads, and associated peripherals.
- Support Microsoft Office 365 and Active Directory products
- Configures and installs desktop and laptop computers following standard procedures, isolates and resolves issues with individual workstations, answers user questions about hardware and software, and completes special projects and assignments.
- Perform controlled incident resolution including prioritization and escalation
- Analyze and resolve end-user hardware, software and connectivity issues
- Create and update accurate and consistent records of all requests
- Monitor progress on problem resolution and advise users on status of issue
- Provide excellent client service, while managing multiple service requests
- Maintaining hardware inventory, asset database and systems documentation
- Document internal procedures to improve the knowledge base for users;
- Proficient in troubleshooting end user devices
- Responsible for software upgrade/support and installation.
- Adhere to all IT standards and policies
- Travel to other locations when required
- Always consider cyber security by design in any IT task

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: $20.00-$35.00 per hour

Schedule:

- Monday to Friday

**Speak with the employer**

+91 908 444 0177