Service Desk Administrator - Jobs in Ottawa, ON

Job Description

About Grade A:For over 17 years, Grade A has equipped businesses with the tools and solutions to gain every competitive advantage they can. We drive innovation for businesses through integrated solutions across a wide range of technologies and services. It’s not enough to simply solve today’s IT challenges – Grade A helps businesses anticipate what’s to come months and years from now so that they can prepare for a better tomorrow.The heart of Grade A is our people. Our leadership is comprised of forward-thinking technology enthusiasts who come together to make a difference for our clients. We have an awesome, inclusive corporate culture. We have worked very hard to create a culture of unity, transparency, and trust. Our leadership team wants you to be successful at Grade A, and we will do anything we can to support your personal and professional growth.About the role:This role will be working with our Service Desk team, providing remote technical support and guidance to end users. At Grade A we take pride in our outstanding customer service, and we're looking for a team member who can exhibit excellent customer service while diagnosing end-user issues.You will work on a variety of technical issues, from diagnosing network, server, and workstation problems, to thinking outside the box to find solutions and resolve complex problems.You love a challenge and thrive under pressure. You are hungry to learn new technologies and view each day as a new opportunity to impress our clients and improve your skills!The day to day...You will be resolving all sorts of service requests from routine password resets to building profiles and handling anti-virus software: superhero organization skills would be awesome.Respond to phone calls and new incoming requests .Your experience, willingness to learn, adapt and grow shines through in your communication both internally with our Grade A team and externally with our clients.You are constantly striving to improve and have a passion for technology and assisting others so that they can Plan IT. Build IT. Manage IT.What you bring...A minimum of a college diploma in IT or equivalent work experience1 to 3 years of relevant experience which may include Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered setting environment.Experience providing superior end user application and desktop supportExperience using a triaging or priority system to gauge client issues and impactDemonstrated experience with Microsoft desktop O/S, Office 365, Sharepoint, Microsoft Teams, Active Directory, and Microsoft ExchangeExcellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).Previous experience providing both onsite and remote/phone support in a fast paced, high volume environmentExceptional time management and organizational skillsA positive “can do” attitude with an ability to creatively arrive at a solutionAn ability to put on your superhero cape and multi-task like a masterWould be awesome if you had...A passion for technology and an ability to match issues and solutionsUnderstanding of, and a background in working within the IT managed services provider business model, particularly in an IT support roleExperience with ConnectWise, Kaseya, or other similar MSP tools and softwareLinux experience – show us how amazing you really are!An awareness of all our key IT servicesExperience with email archiving, anti-spam, anti-virus productsAn understanding of support tools, techniques, and how technology is used to provide IT servicesBilingualism (French and English)What is the physical work environment likeThis position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 25 pounds.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.How often will I get formal feedback on how well I’m doingSix-month performance reviews, with every second review a performance and salary review.Performance review goals will be established between you and your team leader.Why should you work hereAwesome, inclusive corporate cultureSalary based on what you bring to the tableShared group benefits plan including an RRSP optionFlexible schedule to fit your families needsEmployee technology purchase planIf this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colours, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.