Help Desk Coordinator

2 weeks ago

Guelph, Canada Sandbox Software Solutions Full time

**Sandbox Software develops sophisticated websites and custom software systems.**

The Help Desk Coordinator is responsible for providing first-tier support to our partners, and coordinating and managing tickets escalated to second
- and third-tier support.

**Responsibilities Include**:

- Work with clients to gain an understanding of their issues to support resolution
- Respond to internal and external client requests within our corporate standard response time
- Coordinate with second
- and third-tier support if / when required
- Escalate tickets if not resolved within defined resolution thresholds for ticket priority
- Write and update cascading style sheets (CSS), HTML, and JavaScript to support implemented websites
- Crop and optimize images for use in websites
- Make basic updates to websites through content managed front-ends
- Ensure websites and web-based systems meet the requirements and quality standards set for the project (W3C and AODA)
- Ensure web solutions perform consistently across web browsers and devices
- Provide clients with training on how to use their systems when required
- Provide clients with informative monthly reports associated with their maintenance plans
- Support the development of semi-annual reports for maintenance clients
- Assist in quality assurance activities for web and software projects
- Track your time in our project management software

**Tools and Technologies**

You will expected to be learn and use the following tools and technologies over time:

- JavaScript and JQuery
- Semantic HTML
- Compiled and standard CSS
- BrowserStack (browser and device testing)
- WAVE and Achecker (AODA Compliance)
- Velocity Template Language (Oasis Lists and templates)
- GIT through BitBucket
- PHP
- Drupal CMS
- WordPress CMS
- Oasis CMS

**About You**
- You have strong communication and technical skills, and look for the right solution for the client.
- You are inquisitive, but disciplined enough to pull yourself out of the rabbit hole.
- You are organized and efficient, managing your time wisely.
- You take pride in your work, and value work/life balance.

SANDBOX OFFERS:

- Competitive salary
- RRSP matching
- Mental Health Days
- Health Spending Account
- ‘Amplifying Good’ paid volunteer program

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

**Salary**: $42,500.00-$52,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Flextime
- Paid time off
- RRSP match
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- GUELPH, ON: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (preferred)

**Experience**:

- Web development: 1 year (preferred)

**Language**:

- English (required)

Work Location: Hybrid remote in GUELPH, ON

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