Position Overview

As an IS Service Desk Technician Tier 1, you will be the first point of contact for end-users seeking technical assistance. Your primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently. You’ll work closely with other IS team members to ensure smooth operations and user satisfaction.

This is a hybrid position with 3 office days.

Responsibilities

• User Support:
• Provide one-on-one end-user support and problem resolution via telephone, email, and other communication channels.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Assist users with login problems, password resets, and account management.
• Hardware and Software Maintenance:
• Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
• Install, configure, troubleshoot and update software applications on user devices.
• Ensure proper functioning of workstations, laptops, and mobile devices.
• Network and Connectivity:
• Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers.
• Assist users with connectivity issues, including Wi-Fi and VPN setup.
• Documentation and Knowledge Base:
• Maintain accurate records of user requests, incidents, and resolutions.
• Contribute to the knowledge base by documenting common issues and solutions.
• Customer Service:
• Communicate effectively with end-users, demonstrating patience and empathy.
• Manage user expectations and provide timely updates on issue resolution.
• Security Awareness:
• Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training.
• Report any security incidents promptly to higher tiers.
• Collaboration:
• Collaborate with other IS teams to escalate complex issues and ensure timely resolution.
• Participate in team meetings and contribute to process improvements.
• Ability to travel, work evenings & weekends
• Ability to participate in after-hours on-call support

Perform other duties as assigned

Qualifications

• Education: Associate degree or equivalent experience in information technology or related field
• Experience: Relevant work experience in a help desk or technical support role.
• Certifications: Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
• Skills:

Strong problem-solving abilities.

Excellent communication skills.

Familiarity with Windows and macOS operating systems.

Basic knowledge of networking concepts.

User-focused mindset.

We welcome applications from candidates at early stages of their IT careers, including recent graduates, career switchers, and those returning to the workforce. If you meet some — but not all — of the qualifications below, we encourage you to apply.

Compensation

$55,000 - $68,000

Vacancy

We have 1 available position

Perks And Benefits

• Flexible work hours
• Robust company-paid benefits
• Generous time off package
• A balanced approach to work and life
• Stock purchase plan
• RRSP program*
• Work from home options