IT Support Helpdesk

Patron Career Staffing

Halton Hills

CAD 45,000 - 70,000

Job description

The Desktop Support Specialist answers incoming calls, and uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Desktop Support Specialist escalates unresolved problems/issues/requests to the proper tier 2 support team. Troubleshooting basic end-user issues on various software applications, hardware, network, and telecommunications systems and providing basic desktop support.

Essential Duties and Responsibilities:
Information Technology

The primary responsibilities are user support and customer service. Being present and available to clients requiring technical assistance.
Respond to questions from all emails and callers.
Become familiar with each client and their respective applications.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Become familiar with helpdesk policies and services.
Become familiar with the Systems, Network, Core Applications, and each team in the IT Department.
Maintain server room equipment and environment.
Manage assets using asset management software.
Conduct quarterly asset counts with IT and Finance teams to ensure corporate compliance.
IP Mask: Configurations of IP sub mass of A, B, and C classifications.
Manage purchasing of consumables needed for the office.
Data Classification: Handling restricted information with the appropriate personnel without compromising confidentiality.
Other duties as assigned by the Senior Network Manager.

Requirements:
Education:

College Diploma minimum.
Relevant IT certifications are an asset.

Knowledge:

Ability to utilize the applications for Microsoft Office for support, reporting, and documentation.
Excellent oral and written communication skills; ability to provide technical support in person and over the phone.
Interpersonal skills and ability to work with others; professional demeanor, friendly presence, and helpful attitude.
Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it; ability to think around problems and come up with creative solutions is helpful.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Ability to work with or without direct supervision.
Some experience with the physical installation of servers and network equipment would be an asset.

Experience:
3+ Years of related experience preferred.

Experience with the following is an asset:

Windows 10/11, and Linux (Centos/Ubuntu).
Virtualization software: VMware Deployment, Setup, Troubleshooting, Management, VMware.
Clustering, Shared Storage and Vcenter (ESXi6.7 to 7.x) and VSphere (6.7 to 7.x).
Active Directory (experience with migration to new forest would be a benefit).
WSUS update management.
Articulate knowledge articles and SOPs (multilevel training documents for users and technicians).
Physical Installation and Decommissioning of Network, Server, and Desktop components.
Web Filtering Technology (SSL Decryption).
VOIP Phone system (VOIP Systems / Cisco).
Remote Support for remote offices and employees.
Video conference setup and support (Crestron / Polycom / Cisco).
Auditing, documenting, and applying the latest OS security practices.
Work with HR for employee status information.
IP management & Network Access Control.
Batch and Powershell scripting.
MS Sharepoint.
Active Directory Domain Federation (ADFS).
Monitoring system and users. User account management.
Asset Management using an internal system.
Strong understanding of Internet Protocol, including subnetting, port management.
PC Image creation/deployment (SCCM).
Understanding of network routing between intranet and external networks segregated by network firewalls and security devices.
Support and Management of Proprietary Systems, Applications and Equipment.
Support and Management of Mobile Devices.

Job Type: Full-time