IT Helpdesk Technician - Jobs in Breslau, ON

Job Description

Company descriptionWe provide a wide range of Information Technology Services. Our customers have been relying on us for over 20 years to ensure that their IT operations are running the way they should.We pride ourselves on being innovative, fast-pace and customer-service focused.Job descriptionThe IT Help Desk Technician role is responsible for delivering end-user and organizational support, ensuring all incidents and service requests are analyzed, resolved, and reported back within the promised timeframes. The role is also responsible for obtaining and sharing knowledge of internal systems and procedures relating to security, applications, hardware, and infrastructure.Duties and Responsibilities

• Responsible for providing high-quality, consistent service to our customers.
• Actively monitors incoming IT ticket queues and ensures that tickets are managed following our service delivery standards.
• Troubleshoots and resolves IT issues via phone, web, and in-person channels.
• Escalates tickets proactively to second-level support and management where necessary. Follows up with other IT staff to resolve issues or obtain information.
• Delivers timely communication, showing an understanding of the users' expectations and needs.
• Responsible for documenting and communicating current issues to IT team members. Contributes to Help Desk process documentation and knowledge base regularly and provides training on relevant systems, processes, and technology.
• Communicates regularly with customers to ensure that they understand how to access and request various IT services.
• Maintains and demonstrates solid technical expertise in key technologies such as Office 365, Windows, networking, remote access, ERP, Active Directory, general IT hardware, and the like.
• Demonstrates initiative in recommending enhancements and improvements to the IT infrastructure, systems, and processes.
• Proactively communicate the impact of incidents on products and services to IT staff and customers where applicable.
• Assists in the operational responsibilities of the IT department by helping to ensure the day-to-day functioning of systems and networks with minimal supervision.
• Participates in purchasing, receiving, and maintaining IT parts inventory.

Personal Development

• Attend company required training·
• Remain current with technical knowledge in areas of responsibility
• Attend regular 1:1 coaching/update sessions
• ITIL Foundations certification (if applicable)

Qualifications

• 3 Years of Help Desk experience
• Net+, A+, ITIL certification is preferred
• CSB System or other ERP system preferred
• Solid organization skills with the capacity to handle multiple priorities and meet tight deadlines required
• Strong customer focus with demonstrated ability to build relationships and influence outcomes
• Demonstrates change management and conflict resolution skills
• Ability to work independently while demonstrating the ability to exercise mature judgment, organization and prioritization
• College/University degree is preferred
• On-call coverage (during weekends and evenings) on a rotating basis.

Job Type: Full-timeSalary: From $48,000.00 per yearWork remotely:

• No