Technical Support Analyst (Help Desk)
Posted Updated
Summary
First-level help desk / technical support role in Toronto (hybrid, 3 days onsite): supporting desktop and mobile productivity tools, troubleshooting PC hardware, networking and workstation issues, applying OS and security updates, and maintaining support documentation. Core stack: MS Office, OS/web browsers, TCP/IP/DNS/DHCP, plus Intune, Deskpro and Lansweeper.
Requirements:
- 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
A great candidate for this position will have:
- 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
Certification:
- N/A
Location:
- Hybrid
- This position follows a hybrid working policy, requiring three (3) days per week in our office and two (2) days working remotely. In order to assist with onboarding and workplace introductions, new hires will be required to work four (4) days in office per week during their first three (3) months of service. (All remote work must be completed from your home office within the province of Ontario.)