Deskside Service Desk Technician

**Who We Are**:
When you join Traffic Tech, you join a team that keeps the global economy moving - literally.

Traffic Tech is recognized as an industry leader and the logistics partner to many highly recognizable international brands. With offices throughout the United States, Canada, Mexico, Europe and China, the company offers progressive & efficient solutions for moving freight by land, sea, and air.

**Your Part in It**:
**DESKSIDE SERVICE DESK TECHNICIAN - ONTARIO**

**What the Job Entails**:

- Handling of all incidents and requests sent to the Help Desk and/or other channels requiring support from the IT team. Processing these in line with our ticketing standards, respecting our SLOs and SLAs in place, where applicable.
- Follow-up of tickets (requests and incidents) closely with our end-users throughout the time the ticket is open. All tickets must be returned in accordance with our processing standards linked to their priority (impact and urgency);
- Participates in the movement and installation of IT equipment in accordance with our standards of excellence;
- Monitor and take charge, in accelerated mode, of tickets related to IT security.
- Assists with identity and access management for our IT accounts. Create and delete IT user profiles/accounts and accesses according to customer needs and IT standards;
- Monitor and validate the proper functioning of AV/VC services in our rotating meeting rooms;
- Manage IT components as part of the employee arrival, transfer, promotion and departure process, as well as requests for our various sites in line with the HR and Real Estate governance in place;
- Collaborate and participate in the management of major incidents, or escalated incidents and service requests, in close collaboration with management teams;
- Document, analyze and continuously improve procedures, problems and solutions. Write our end-to-end technical procedures to help our customers and support teams get the job done;
- IT Hardware Asset Management, the technician will help complete the recycling, organization, and storage of cabinets, and workbench. Tidying up and modernizing our workbench and indicating the various workspaces;
- Ensure proper chargeback, as part of the processing of new requests and breakdowns and repairs, as well as all asset movements in our inventory using established procedures for equipment entry and exit, where applicable.

**What We Are Looking For**:

- 2-3 years of experience in an IT support environment.
- Diploma in computer science, DEP in computer support, or similar training
- Bilingual (French/English, written and spoken). Spanish is an asset
- Comfortable with commuting to our four Ontario locations (Mississauga, Hamilton, Milton and St. Clair) throughout the workweek
- Ability to lead and direct problem research in close collaboration with other IT teams and/or business units holding expertise
- Understanding of cloud infrastructure and service technology MS o365, AD, Azure, Citrix, WVD
- Basic knowledge of virtual machine environments
- Keep abreast of best practices in terms of IT security applicable to role
- In-depth knowledge of Microsoft Windows 7, 10 and 11, MS office suites, desktops and laptops, smartphones, tablets, multifunction printers, videoconferencing services, network environment (network implementation, support and management, LAN/WAN, TCP/IP protocol, router and switch management).
- Excellent troubleshooting skills and resolution of chronic incidents or problems
- Experience and understanding of ITIL environments and relevant MS certificates an asset
- Ability to write technical documents for support and also customer-facing guides
- Good knowledge of MS Windows Server versions 2008 - 2025 virtual and physical
- Ability to troubleshoot problems related to print, hardware or digital services
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving skills
- Customer service oriented and ability to multitask and work in a fast-paced environment
- Able to work independently and in a team environment

**What We Offer**:

- Robust industry with training and mentorship
- Compensation package that include Medical and Dental benefits
- Life Insurance/AD&D Insurance
- Long-term disability
- Personal and Volunteer days off
- Vacation available after probation period
- Free coffee all day
- Dynamic environment and ‘can-do’ culture

This is a full-time permanent position from Monday to Friday.

Traffic Tech remains compliant with all federal and provincial COVID guidelines.

In addition to a knowledge of the French language, this role requires proficiency in English as a result of the duties to be performed. As a leader in 3PL worldwide supply chain logistics, Traffic Tech has an unmatched global reach. With trusted partners in over 25 countries today, Traffic Tech requires English-speaking applicants to serve its international clientele.

Traffic Tech is committed to fostering a healthy and accessible wor