It Technical Helpdesk Jobs

Knowledge of computer software, such as configuration management software, desktop communications software, operating system software.

1-2 Years Customer Service Experience

Strong Verbal and written communication skills,

Empathy, finesse and interpersonal skills.

- Previous Help Desk or Contact Center experience

empathy, finesse and interpersonal skills.

Oral and written communication skills

Accuracy and attention to detail

Ability to gather, clarify and apply information transmitted verbally

[Some qualifications you may want to include are Skills, Education, Experience, or Certifications.]

[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]

Example: Determine and develop user requirements for systems in production, to ensure maximum usability

Example: Excellent verbal and written communication skills

College diploma, in Computer Science, or a combination of equivalent education and work experience required

5+ years' experience in an IT Service desk environment, and 2 years in a 2nd/3rd level support hardware/software

IT Service Desk - HelpDesk– Mandatory Skills

IT Service Desk - HelpDesk - Preferred Skills

Working with SCCM as well as providing end-user support for hardware and software issues

This is an on-site role

College Certificate or a combination of relevant experience and education

A strong track record of effective team and customer relationship management with a focus on teamwork and respect

Essential Job Duties And Responsibilities

Ad hoc duties or projects as assigned by the Manager IT.

Experience administering and assisting in the development of policies and training programs.

Expert Level skills with Microsoft Office Applications

5-7+ years of experience with designing system, network, and application architectures; both cloud and hybrid technologies

5-7+ years of experience performing impact analysis and identify system interdependencies

5-7+ years of technical experience as a Solutions Architect, proven experience with delivery technical solutions

Strong decision making, forward thinking and creative problem-solving skills to anticipate and respond quickly to technological/market influences

Bachelor's degree and requires experience in the field or in a related area preferred

Senior Development/Technical Lead – Mandatory Skills

Proven analytical and problem-solving skills.

Good written, oral, and interpersonal communication skills.

Team-oriented and skilled in working within a collaborative environment.

College diploma or university degree in Computer Science and/or 2-3 years of work experience in the IT field.

One or more of the following certifications:

2-3 years of experience supporting computers, printers, mobile devices, and business applications.

Basic networking skills both wireless and end point switching (Cisco, Juniper) and client remote access

Post-secondary education in a related technical field

2 years' experience in a customer facing technical position

Experience with the following technologies: Windows 10, Microsoft 365, Microsoft SCCM, DHCP, DNS, WIFI, Satellite, VSat, Active Directory

Excellent and customer focused communication skills while building a professional relationship with end users

A continuous learner: acquiring new skills and software applications is second nature

Analyzing business requirements and translating them into technical specifications

Providing technical guidance, mentoring, and training to less experienced developers and other team members

Participating in the testing and quality assurance process to ensure that software meets business requirements and user expectations.

8+ years minimum of relevant work experience.

Extensive experience (5-10+ years minimum) in software development, with a track record of successful project delivery

Certifications in relevant technologies and software development methodologies (e.g. Agile, DevOps, etc.)

Strong knowledge of workflow tools such as BMC Remedy or other case management and ticketing systems. Experience with server administration.

Knowledge of service management, control, and architecture frameworks such as ITIL.

Strong knowledge of system administration, user provisioning and access management required.

Knowledge of scheduled maintenance and deployment/release/patching activities. ITIL certification V3 / V4 Foundation preferred.

Knowledge of Ontario Health IT systems to ensure product dependencies are identified and managed.

Ability to work at a medium level of autonomy based on direction from a lead and/or management.

Minimum 5 years experience in technical support management or a similar role.

Strong leadership, coaching, and team management skills.

Ensure the technical support team has the necessary skills and knowledge.

The required qualifications for the Help Desk Manager are:

Manage a team of technical support professionals to provide great customer service and resolve technical issues quickly.

Improve technical support services and make sure customers have a great experience.

• One year of experience in all aspects of IT Incidents and Problem Management activities.

• Superior knowledge of the Problem Management Process.

• Assist Senior Technicians with a variety of tasks (ordering, onboarding, projects, workflow management, etc.) as needed.

• University degree/College diploma in related field or any combination of equivalent education and experience.

• Demonstrated ability for end-user support and customer service skills and can manage client expectations.

• Understanding of ITIL methodologies, ITIL® v3 Certification desirable.

Document solutions to recurring problems in the knowledge base, promoting self-help among users.

AEC, DEC, or equivalent certification at a higher level.

Minimum of 2 years of experience in an IT Helpdesk environment.

Strong communication skills, both written and verbal.

Delivering Level 1 support to users, addressing incidents, and handling service requests.

Ensure all incidents and service requests are resolved promptly, adhering to the defined SLAs.

Work Experience / Education / Certifications

• Prepare and maintain all department documentation, including inventory and asset management

• RDC & ODC Warehouse Management

Reports to: Manager, IT Support & Implementation

• Incident tickets: All Cherwell ticket must be acknowledged and resolved within the set SLA

• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself

In depth knowledge with project management methodologies

Identification and management of dependencies between individual projects in the program

Identification and management of the overall critical path

Ongoing communication of project status, completing the weekly/monthly Engagement Status Reports and escalating issues to the senior management, as required

Facilitate and support the change management process for project delivery

Knowledge of regulatory and compliance requirements (i.e., OSFI)

Knowledge of General Ledgers, cash orders or any accounting skills would be asset.

1+ years of experience in a similar customer service-related position

1+ years of experience of phone customer support – preferably within the financial transactions space

Experience probing and identifying customers ask - problem solving an analytical thinking demonstrated in recent project or position.

Knowledge of foreign currency orders (worked for an exchange bureau or currency exchange in the past)

Booking currency rates for customers

Install software via centralized computer management system - MangineEngine Endpoint Central Cloud.

List of job duties or job description.

Manage hardware and software inventory.

Maintain an internal knowledge base for users to reference.

Look for ways to improve customer experience.

Title of the position to fill.

Maintain an IT asset management system, ensuring accurate records of hardware and software inventory and tracking changes or upgrades.

Extensive knowledge and experience in Microsoft Office 365 administration and support.

Highly organized with the ability to maintain an IT asset management system and ensure accurate records of inventory.

Candidates must be available to work on-site in Toronto; remote work from home is not available.

Perform remote troubleshooting through diagnostic techniques and relevant questioning to identify and resolve technical issues.

Manage Microsoft Office 365 services and provide support to users, including account administration, troubleshooting, and training.

Excellent presentation skills with a high degree of comfort with end users and management.

End user technical support experience.

Administer Windows servers both on premise and in the cloud (Azure)

Responding to approximately 15-20 tickets per week.

Monitoring and maintaining computer systems and networks.

Make recommendations on improving processes and technical tools used.

This position requires you to work remotely.

Prior experience working with IT Helpdesk

Troubleshoot Microsoft Office products, i.e., Outlook, Word, and Excel Communication skills are a must.

Assist with Helpdesk activities for IT members and students.

Receive, evaluate, and prioritize Help Desk trouble tickets.

Assign tickets to appropriate IT team members.