Service Desk Specialist

2 weeks ago

Concord, Canada Kohl & Frisch Ltd Full time

**POSITION**:Service Desk Specialist**
**STATUS: Full-Time**
**LOCATION: Kohl & Frisch Limited (Concord, ON**)**
**REPORTS TO: Manager, Technology Support**
**DEPARTMENT: IT**

Founded in 1916, Kohl & Frisch Limited has a solid reputation in the healthcare industry that distinguishes it as the only national, Canadian-owned and operated wholesale distributor. A family-owned company, it is one of Canada’s leading national distributors and is the essential link between pharmaceutical manufacturers and healthcare providers. Kohl & Frisch is fully equipped to service large chain retailers, independent pharmacies, clinics, and hospitals for all their Rx, OTC, home healthcare, and front shop needs.

**Primary Role of This Position**

**Major Responsibilities**
- Identify, diagnose, triage, and/or resolve technical issues for users, including hardware, software, and network problems.
- Escalate unresolved issues to the appropriate team or level of expertise and follow up to ensure resolution.
- Record details of incidents, troubleshooting steps taken, and resolutions in ticketing system.
- Administer and maintain Active Directory, including user accounts, computer objects, and group/permissions.
- Manage and support endpoint devices (laptops, desktops, mobile devices) within K&F offices and DCs using various device management tools.
- Manage IT asset inventory, ensuring accurate tracking, updates, and compliance with organizational policies.
- Create and maintain clear, concise, and user-friendly documentation for IT processes, and provide end-user training.
- Ensure adherence to security policies and procedures when handling user information and system access.
- Deliver a positive and helpful experience to users while resolving their technical challenges.
- Participate in rotational on-call support and respond to urgent issues outside regular hours.
- Contribute to IT projects, initiatives, and other duties as required.

**Required Skills & Qualifications**
- College diploma in IT, Information Systems, or a related field, or equivalent experience in IT support environments.
- 3-5 years of experience in a Service Desk or IT Support role with a strong focus on customer-facing support, or equivalent experience in a customer support role with a focus on IT-related services.
- Demonstrated expertise supporting LAN architectures, Windows OS (10/11, Server 2008/2012), Microsoft Active Directory, DNS, DHCP, SQL Server, and the Microsoft 365 suite including Outlook, Teams, SharePoint, and OneDrive
- Experience with endpoint management tools such as Intune, Endpoint Central, and Microsoft Defender.
- Experience with ITSM tools, remote support, and asset management.
- Strong analytical, problem-solving, and communication skills - both verbal and written.
- Ability to work independently with mínimal supervision and manage multiple priorities effectively.
- Working knowledge of various computer diagnostic utilities and tools

**Preferred Experience**
- ITIL v4, A+ and any other IT certifications are highly desirable and will be considered an asset
- Experience with Dynamics 365 and compliance/security best practices.
- Familiarity with mobile device management and video conferencing tools.

**How to Apply

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