Helpdesk Tier 1 Technician

at  FirstService Residential

JOB OVERVIEW:

As a Helpdesk Tier 1 Technician, you’ll be responsible for support to execute the information technology operations for FirstService Residential in order to support our employees and business units as they provide service to our clients. This is a great opportunity for someone who is looking to advance their career and grow with a stable and expanding company.

SKILLS & QUALIFICATIONS:

• Bachelor’s or 1 to 2 years of IT support experience.
• Preferred but not required: Computer Science degree or technical certification (MCSA, MCP, ITIL, MOS, MCSE etc.)
• Strong customer service skills.
• Experience in both ME Service Desk Plus and Desktop Central applications.
• Must be proficient in the use of Microsoft applications (Word, Excel, PowerPoint, Access, and Outlook). MOS Certification Preferred.
• Organization and prioritization skills.
• Strong Time Management.
• Strong problem-solving skills.
• Proficient in troubleshooting applications
• Knowledgeable in the company’s products and protocols of the company’s existing infrastructure, including Windows 10, 11 and, Ethernet networking, Microsoft office automation suite, VPN (SonicWALL), Exchange e-mail server, and Internet Information Server (IIS), and TCP/IP.
• Strong research skills.
• Strong communication skills.
• Capable of working without day-to-day direction from supervisor but knows when to solicit input.
• Communicates well in non-technical terms to users
• Ability to train, educate, and problem-solve with staff.

PHYSICAL REQUIREMENTS:

• Hours over and above normal office hours will occur, including evenings, holidays, and some weekends.
• Schedule is subject to change based on business needs.
• Able to work (8am-5pm)
• Be on the phone 90% of the time.

• Provides user IT help desk support on all software and hardware used within the company. Responds to help desk calls in a timely and effective manner.
• Maintains a high level of customer service in responding to IT help desk calls.
• Responsible for maintaining, supporting, troubleshooting, and installation of all server, desktop, and networking systems.
• Monitor and respond to all network security and virus threats.
• Working with other technical teams in order to come up with value based solutions to end-user issues
• Handling in office walk up issues with various tech issues within the main office (when you are in the office)
• Works together with IT leadership on strategies to effect and implement new company procedures, policy changes, etc.
• Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.