Help Desk And Support (fastfrate Woodbridge)

Helpdesk & Support Technician

The Helpdesk & Support Technician is the first point of contact for any IT related issues and is responsible with providing technical assistance and support for incoming queries and issues related to computer systems, software and hardware.

Key Accountabilities:

• Receive and respond to helpdesk tickets for end users requiring support quickly and accurately
• Deliver IT support via telephone, email or on-site providing courteous, professional and quality service
• Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with end user until resolution
• Identify and propose resolutions for repetitive issues and create how-to-guides for end users
• Diagnose software and hardware issues and send recommendations to users or contact vendors for support where required
• Monitor and manage file space and backups
• Coordinate end of lease hardware imaging, deployment and asset tagging
• Assist with PC replacements & other desktop hardware/software changes
• Setup new users in active directory and ensure user has the correct group membership
• Create and update deployment packages and application deployments for various software
• Research and implement alternatives and options that could improve daily operations
• Complete tasks outside primary business hours when required
• Shared after hours on-call support
• Perform other duties as required

What You Need To Be Successful In This Role:

• Post-secondary degree or diploma in Information Technology or related field
• Minimum 2-5 years of relevant work experience in a Microsoft Windows/Office 365 & Networking environment
• Prior work experience with Windows 10 Desktop, Windows Server and the Microsoft Office Suite
• Commitment to customer satisfaction and customer focused mentality
• Strong verbal and written communication skills, relationship building and interpersonal skills
• Strong organizational skills and the ability to work on multiple tasks simultaneously
• Creative and effective problem-solving ability
• Comfortable working with a range of devices (desktops, laptops, smartphones and tablets) for testing and / or deployment of applications
• Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy environment
• Demonstrated ability to collaborate effectively and independently with individuals at various levels is required
• Well-organized, enthusiastic, continuous improvement focus, professional and a positive team member
• Local travel may be required (within 1 hour of Woodbridge)