IT Help Desk Support

**Golden Integrated Solutions Vision Statement**:
By infusing Technology into our clients we will give them the cutting edge in their industries that will enable them to be market leaders. As the trusted technology advisors we will enrich our clients by managing, implementing and shoring up technological gaps that will propel their business to the next level. Bringing integrated solutions to technological problems by delivering the “Right Solution” with an elevation in competencies to our clients benefit. Thus our clients will be well positioned to weather and profit from the challenges of the 21st century.

**Job Title**: IT Help Desk Support

**Location**: 60 Innovator Ave Unit 23, Stouffville, Ontario L4A0Y2

**Preferred Qualifications**:
Experience and reference in the IT field and/or relevant field(s).

**Position Overview**: This position requires a solid understanding of IT support procedures. You thrive under a fast-paced environment, are productive and work well under pressure. You are well organized, innovative and pay strong attention to detail in order to ensure thoroughness in completing tasks. You communicate well with team members and possess strong multitasking skills. When necessary you are able to assess the performance of yourself to make improvements or take corrective action.

**Job Purpose**: As an IT help desk support you will be our client’s first point of contact for queries on technical issues. You will provide fast and beneficial technical assistance on our computer systems to our clients. You must be customer-oriented, flexible and patient in order to provide the best solution to our client’s technical issues.

**Job Duties and Responsibilities**:

- Desktop and/or laptop set up and provisioning.
- Tickets VPN configuration, testing and troubleshooting.
- Walk clients through the problem solving process.
- Perform remote troubleshooting through diagnostic techniques.
- Provide accurate information on IT products and/or services.
- Record events, problems, and their resolution in logs.
- Follow-up and update customer status and information.
- Identify and suggest possible improvements on procedures.
- Diagnose and resolve minor network issues.
- Prioritize work orders/help desk tickets according to severity.

**Education**:
University or College degree / diploma in computer science, information technology or related field.

**Experience**:
Customer services in IT industry: 1 year

**Knowledge, Skills and Abilities**:

- General understanding of troubleshooting networking in Windows operating environment.
- Understanding of remote access tools in order to interact with a client's computer such as Anydesk and Teamviewer.
- Knowledge of active directory management.
- Skilled in providing support for Outlook, Word and Excel.
- Experience in configuring network printers and scanning on Windows endpoint devices.
- General understanding of VPN setup and configuration on Windows devices.
- Knowledge of ticketing systems such as OTRS dashboard to track client questions, client needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Excellent organizational, interpersonal and communication skills.
- Strong critical thinking, analytical, and problem solving skills.

**Schedule**:
Monday-Friday

9am-5pm

Work in person: after probationary period possibility of remote work

**Salary**: $17.00-$25.00 per hour

Schedule:

- Monday to Friday

COVID-19 considerations:
Practice social distancing by avoiding large gatherings and maintaining distance (at least 6 feet) from others when possible.

**Education**:

- Bachelor's Degree (required)

**Experience**:

- customer service in the IT industry: 1 year (preferred)

Work Location: One location