Help Desk Support Specialist

**Overview**

• *Responsibilities**
• Resolve user-reported issues using available tools and following procedures and policies for the handling of support cases.
• Provide targeted user training that equips end-users with the skills necessary to follow troubleshooting guides and resolve basic technical problems.
• Conduct daily system checks of boardroom technology to ensure functionality for high-level meetings, including video conferencing and presentation systems.
• Manage the setup of IT equipment and access for new hires, ensuring they have the necessary tools and access to start their roles effectively.
• Offer support and guidance to senior leadership, demonstrating patience and understanding while managing their unique needs and expectations.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Document all help desk interactions and troubleshooting steps in the IT support ticketing system.
• Collaborate with IT team members on projects and initiatives to improve IT services and infrastructure.
• Stay current with system information, changes, and updates relevant to the organization's core systems and platforms.
• Maintain IT hardware inventory.
• *Requirements**:
• Proven experience in a help desk support role within a Windows and Microsoft 365 environment.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues promptly.
• Excellent communication skills, capable of effectively engaging with individuals at all levels of the organization, including senior leadership.
• Highly organized, with attention to detail and the ability to multitask.
• A team player with a proactive approach and the ability to work independently.
• Diploma or Degree in Information Technology, Computer Science, or relevant field preferred.
• Willingness to work flexible hours to ensure continuous support.
• Adaptable schedule to accommodate global business operations.
• Azure Administration experience or certification is preferred.

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Etobicoke, ON: reliably commute or plan to relocate before starting work (required)
• *Experience**:
• IT Help Desk Support: 5 years (required)

Licence/Certification:

• Azure Administration certification (preferred)

Work Location: In person