Jr. It Support (Fixed-Term Contract) – In Office

12 Month Contract
Role Overview: Reporting to the Vice President of IT, and based in our Toronto corporate office, the Jr. IT Support will provide general IT support, primarily serving as the first point of contact for technical support calls, instant messages, walk-ups, emails, or web-based issues and tracking resolution or escalation via an enterprise helpdesk system.
Primary Responsibilities

• Assist employees using Microsoft applications. (Outlook, Teams, Word, Excel, PowerPoint, etc)
• Prioritize and dispatch tickets to Level 1 and Level 2 when the initial request cannot be resolved.
• Document maintenance of all support center policies and procedures for current and future processes ensuring best practices are followed and kept up-to-date.
• Determine the nature of issues being reported while demonstrating initial problem solving and troubleshooting techniques to resolve the issue.
• Follow essential structured procedures for logging and documenting all user support issues, internal system problems, projects, and service requests into the support center’s tracking system.
• Assist with new user setup including image-based hardware deployments.
• Maintain inventory of hardware devices.

Skills

• Working knowledge of networks and network cabling preferred
• Experience with supporting Microsoft Office required
• Excellent working knowledge of desktop Operating System (Microsoft Windows 10)
• Proficient in demonstrating analytical and problem-solving skills
• Exceptional documentation and record-keeping skills
• Must be able to work in an environment that is fast-paced and requires the ability to adapt to changes quickly
• Prior Help Desk experience or desktop administration of small to mid-size corporate environments (minimum 2 years)
• Working knowledge of automated software deployment mechanisms preferred
• Must be able to multi-task, solving problems independently while seeking input from others within the entire IT department
• Detail-oriented with outstanding ability to follow-up with numerous issues
• Customer service oriented, sensitive, and responsive to end-user satisfaction; and self-motivated

Education

• Microsoft desktop certification is preferred or equivalent experience
• Computer Operations, Computer Science or Information Technology degree program

Work Schedule

• Monday to Friday

Rewards for Your Efforts: Competitive compensation