Information Technology Help Desk Technician

2 weeks ago

Burlington, Ontario, Canada Sylvite Full time

Join us at Sylvite Holdings Inc We are seeking a dedicated IT Help Desk Technician to join our team.

Reporting to the IT Manager, this position is responsible for resolving computer and system-related issues to ensure end users can effectively perform their work. Key duties include receiving, prioritizing, documenting, and actively addressing help desk requests. Problem resolution may require both technical troubleshooting and hands-on support.

About Sylvite

Sylvite, as Canada's largest independently owned fertilizer supplier, delivers competitive solutions in the agriculture supply chain. Our services encompass full-service Ag retail, specialized fertilizers, industrial material sourcing and handling, as well as a robust transportation, warehousing, and logistics division. We strive to ensure a seamless product flow, effectively linking agricultural production with efficient distribution.

Job Responsibilities

  • Provide first-level support by handling inbound phone calls, emails, and ticket submissions through the organization's support ticketing system, as well as offering deskside assistance for user hardware, software, and platforms.
  • Assess and triage user issues, accurately determining scope and escalating to the appropriate technical team when necessary.
  • Consistently deliver high-quality customer service with a professional, patient approach, adapting communication for users with varying levels of technical knowledge.
  • Respond to support tickets promptly and accurately, ensuring timely updates throughout the ticket lifecycle.
  • Log service requests and follow up on open tickets to ensure complete resolution and user satisfaction.
  • Maintain up-to-date documentation for systems, processes, and common issues, ensuring accuracy and relevance to current practices.
  • Participate in assigned IT projects, completing tasks on time and contributing effectively to team objectives.
  • Perform proactive maintenance on computing equipment to prevent issues and ensure optimal performance.
  • Travel to branch locations as needed to deliver onsite support and troubleshoot system or hardware issues.
  • Perform additional duties as assigned to support IT operations and organizational objectives.

Education/Experience

  • University degree or college diploma in an IT-related field, or an equivalent combination of education and experience.
  • 1–3 years of experience in a technology-focused position or an IT customer service role.
  • Strong technical and practical knowledge of Windows operating systems and the Microsoft Office suite.
  • Willingness to work outside regular business hours or be on call when required to minimize business interruption during planned or unplanned system or network changes.
  • Ability and willingness to participate in an on-call rotation.

Why Choose Sylvite?

  • Established company with a solid reputation and stable customer base provides reliable and consistent employment for our team members.
  • Focus on work-life balance and a working environment that values your well-being and emphasizes safety.
  • Paid time off.
  • Casual dress code.
  • Training and development opportunities.

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