Information Technology Service Desk

Information Technology Service Desk - CONTRACT

6 month contract (extendable)

Location - West GTA

Starting - October 2023

Hybrid - 3

We are currently seeking a highly motivated and skilled Information Technology Service Desk professional to join our team on a 6-month contract basis. If you have a passion for providing exceptional IT support, a positive attitude, and the technical expertise required, we want to hear from you.

Position Summary:

As an Information Technology Service Desk Specialist, you will be responsible for providing exceptional technical support to our internal users and ensuring the smooth operation of our IT systems. This 6-month contract role offers an exciting opportunity to work with a dynamic team and gain hands-on experience across various IT domains.

Responsibilities:

• Support mobile device management (MDM) applications, including SOTI MobiControl. Provide basic support for Azure Cloud and Active Directory.
• Utilize the ServiceNow ticketing system to log, track, and prioritize support requests, ensuring timely resolution.
• Provide first-level technical support to end-users via phone, email, and in-person, maintaining a high level of professionalism and customer service.
• Assist with network-related issues, including knowledge of network protocols (SMTP, IMAP, DNS, DHCP).
• Collaborate with other IT teams to escalate and resolve complex technical issues. Assist in the setup and troubleshooting of meeting rooms, including MS Teams Rooms and AV equipment.
• Possess a valid G Driver's License for occasional off-site support.
• Perform hardware-related tasks, including lifting and moving monitors, desktop computers, and rack-mounted UPS batteries.
• Maintain a strong understanding of the ITIL framework to ensure efficient service delivery.
• Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, mobile devices, and other IT peripherals.
• Contribute to knowledge base documentation and create user-friendly guides.

Qualifications:

• Basic knowledge of Azure Cloud and Active Directory.
• Familiarity with MS SharePoint, POS systems, SCCM, VOIP, VNC, Cisco AMP, wireless technology, RF Gun technology, and ServiceNow.
• Experience with mobile device management (SOTI MobiControl) is a plus.
• Ability to adapt quickly to new situations and changing processes.
• Post-Secondary Diploma or Degree in computer science or a related discipline.
• Knowledge of desktop operating systems, primarily Microsoft (90%) and Mac OS (10%).
• Strong knowledge of Microsoft Office 365, including MS Teams and OneDrive.
• Certifications such as CompTIA, ITIL, and MCSA are a benefit.
• Strong customer service abilities.
• Minimum 1-2 years of experience in a Service Desk environment.
• Familiarity with common IT peripherals and mobile devices.
• Excellent troubleshooting and problem-solving skills.