Junior IT Desktop Support - Remote Eligible

Junior It Desktop Support

The Junior IT Desktop Support member is the first point of contact for employees at Samsung Research Canada. While providing the highest level of customer service, the ideal candidate answers incoming calls, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 and 2 requests in a timely fashion. They will escalate unresolved problem/issues/requests to the proper tier 3 support team and will troubleshoot end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

What We Offer

• Competitive salary
• Group savings matching program
• Employer paid flexible health & dental coverage from day one
• Wellbeing PTO days
• Employee purchase program – discounts on all Samsung products!
• Professional development opportunities and 24/7 access to Samsung U
• Employee referral program – we want great talent like you!

Role and Responsibilities

• Maintain the highest-level customer service, providing technical assistance to employees
• Assign tasks to the Support Team using a ticketing system
• Respond to inquiries from onsite and remote employees
• Learn fundamental operations of software, hardware, and equipment
• Familiarize yourself with helpdesk policies, services, and IT department systems
• Conduct quarterly asset counts with IT and Finance teams to ensure corporate compliance
• Support purchasing of consumable needed for the office per supervisor request
• Other duties as assigned by the Senior Network and Infrastructure Manager

Skills and Qualifications

• Bachelor's degree in Technology or post-secondary technical education
• Relevant IT certifications would be an asset
• 1+ years of related experience
• Experience with physical installation of servers and network equipment (preferred)
• Proficiency in Microsoft Office applications
• Windows 10/11, Linux Desktop (Ubuntu), MacOS
• Windows Server 2016+, Linux Server (RHEL, Ubuntu, CentOS, etc.)
• Virtualization software: VMware Deployment, Setup, Troubleshooting
• Microsoft Active Directory, User account management
• MS SharePoint, MS Exchange
• PC/MacOS Image creation/deployment (SCCM, JamF, Rudder)
• Interpersonal skills and ability to work with others; professional demeanor, friendly presence and helpful attitude
• Ability to problem-solve and to visualize a problem or situation and think abstractly to solve it or think around problems and come up with creative solutions
• 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

The salary range for this role is expected to be between $59,500 and $73,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience.

The total rewards package for a Regular Full-Time employee may include variable incentive, savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks. Samsung is an equal employment opportunity employer. We thank you for your interest in working for Samsung; only candidates selected for an interview will be contacted.