Position: Technical Support Analyst (Help Desk)
Type: Temporary-Employment Contract
Duration: 6 to 12 months
Location: Toronto
Work Hours: 37.5 hours per week
Work Schedule: Hybrid
This position follows a hybrid working policy, requiring 3 days per week onsite and 2 days working remotely.
Please note: new hires will be required to work 4 days onsite during the first 3 months of service. (All remote work must be completed from home office within the province of Ontario.)
KEY SKILLS
- Microsoft certifications
- 1 - 2 years of previous 1st level help desk support and customer service experience
- Advanced knowledge of Desktop/Mobile Productivity Tools (MS Office, OS, Web Browsers)
- Knowledge of networking protocols (LAN/Wireless) and communications, specifically TCP/IP, DNS, DHCP, connectivity
- Well-developed troubleshooting and problem-solving skills
- Knowledge of security patches and updates to O/S and applications on workstations, laptops and mobiles, including anti-virus and security software
ABOUT THE ROLE
The Technical Support Analyst provides first-level technical support services and problem
resolution for all aspects of end-user technologies, including hardware and software. This role involves interacting with end-users located at the corporate office, remote users and field staff with the highest standard of professionalism and customer service. Additional functions include account creations and terminations, as well as coordinating with vendors and assisting in the deployment of Infrastructure projects.
RESPONSIBILITIES
- Provide technical support on Desktop and Mobile Productivity Tools (MS Office Applications, Web Browsers, OS) and end user connectivity for both local and remote users
- Assist with roll outs and troubleshooting of new technology including PC hardware and accessories, mobile phones, tablets, printers, networking and workstation configurations
- Responsible for applying security patches and updates on O/S and applications on workstations, including endpoint software
- Perform tasks such as Moves, Asset Refresh, Install, De-install, Re-image, Evaluation, and Testing
- Development, maintenance and updating of systems support knowledge base documentation for supported systems, including hardware and software inventory
REQUIRE
- 3 – 5 years of relevant experience
- 1 - 2 years of previous 1st level help desk support and customer service experience
- Advanced knowledge of Desktop/Mobile Productivity Tools (MS Office, OS, Web Browsers)
- Knowledge of networking protocols (LAN/Wireless) and communications, specifically TCP/IP, DNS, DHCP, connectivity
- Well-developed troubleshooting and problem-solving skills
- Knowledge of security patches and updates to O/S and applications on workstations, laptops and mobiles, including anti-virus and security software
Post-secondary diploma or certificate from a technical college, or a bachelor’s degree in computer science and Microsoft certifications
MUST HAVE
- Balance multiple assignments
- Problem solving
- Great communication
- Able to take initiatives
- Self-starter
NICE TO HAVE
- Experience configuring Microsoft Intune and deploying assets via autopilot
- Knowledge using Deskpro as a ticketing system
- Experience with Lansweeper for asset inventory
