Senior Help Desk Technician

Job description

We are seeking a highly skilled Senior Help Desk Analyst to join our team. This position acts as a senior technical resource that is able to solve complex problems. They act as an escalation point for issues that cannot be resolved by more junior members of the team. The Senior Help Desk Technician identifies, develops, and implements recommendations for process and technical improvements.

Responsibilities

Receive and respond to service desk tickets for internal customers in a timely manner.

Provide IT support and guidance on-site or through remote assistance, telephone, and email in a professional manner.

Participate in the employee onboarding process by setting up new users and ensuring they have appropriate access to the needed hardware and software.

Participate in the employee offboarding process by disabling access and recovering IT Assets.

Install and upgrade software, install hardware and configure systems and applications.

Provide support to users on the usage of new applications or technology.

Monitor progress of outstanding issues and ensure users remain up to date with consistent follow-up.

Perform preventative maintenance on the company's hardware and software.

When required, escalat problems to vendors or senior IT staff to find a solution.

Participate in project initiatives and planning, along with suggesting new strategic innovations.

Participate in rotating on-call schedule for afterhours and weekends.

What we need

Technical diploma or degree, or equivalent work experience. (5 yrs. Experience)

No criminal record

Knowledge of computer hardware, network security protocols and software applications

Exceptional verbal and written communication skills with the ability to present concepts in user-friendly language.

Strong customer service skills

Thrives in a fast-paced work environment, maintains a positive frame of mind and sets an example of professionalism for others.

Strong attention to detail

Proven analytical and problem-solving abilities.

Ability to prioritize and execute tasks under time constraints.

Ability to work independently or as part of a team.

Experience with support ticket management systems would be an asset.

Creation of Documentation and SOP's

Industry Technical Certifications is an asset.

Experience with Endpoint O/S's, All Versions Window and OSX

Endpoint Hardware and Software

Active Directory and Entra AD

Network Infrastructure

Servers

Applications

Cyber and Endpoint security

M365 Administration and Support

Internet Browsers

Mobile Devices and O/S's

Printers

Valid Driver's License and Vehicle

Job Types

Full-time, Fixed term contract

Additional pay

Bonus pay

Benefits

Company events

Dental care

Extended health care

On-site parking

Paid time off

Vision care

Work from home

Flexible language requirement

French not required

Schedule

8 hour shift

Holidays

Monday to Friday

On call

Weekends as needed

Experience

Help desk: 3 years (required)

Ticket management systems: 3 years (required)

Computer hardware: 3 years (required)

Licence/Certification

Driving Licence (required)

Work Location

Hybrid remote in Sudbury, ON P3A 5K6

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