OVERVIEW

We are seeking a dedicated Helpdesk Technician to join our dynamic IT support team. The ideal candidate will be responsible for providing exceptional customer service and technical support to our users. This role requires a strong understanding of computer systems, software troubleshooting, and networking principles. As a Helpdesk Technician, you will play a crucial role in ensuring that customer technology runs smoothly and efficiently.

REQUIREMENTS

• 3-6 years of experience in providing technical support in a busy office environment
• 3-6 years of experience providing front-line technical support for computers
• Tech savvy with working knowledge of office automation products, databases and remote support software (Teamviewer, etc.)
• Experience managing Microsoft Windows Server environments
• Working knowledge of DHCP, DNS, and IP protocols
• Demonstrated ability to install software and hardware
• Demonstrated ability to create and maintain new Users via Exchange or Active Director/AD Manager
• Ability to facilitate support sessions using Remote Desktop Connection and other remote-control tools
• Experience in Windows installation and troubleshoot including MS Teams administration and O365 management
• Experience in basic networking and cable management
• Ability to solve issues with third-party hardware and software vendors
• Working knowledge of Microsoft Office products, including Outlook, Word, Excel, Access, Powerpoint (both perpetual and O365 licenced versions)
• Ability to diagnose and resolve basic technical issues
• Experiencing working with and deploying network hardware and cabling (routers, switches, access points, Cat5e/6, Fiber optic, SFP modules)
• Working knowledge of Windows Active Directory and Group Policy deployment
• Proficiency in English
• Excellent communication and organizational skills
• Ability to multi-task and prioritize in a fast-paced environment
• Ability to work individually as well as in a team environment
• Must have access to a vehicle on a daily basis.
  Join us in delivering top-notch IT support that empowers our users and enhances their productivity!
  Job Types: Full-time, Permanent
  Pay: $39,515.59-$67,126.08 per year

Additional pay:

• Overtime pay

Benefits:

• Dental care
• Extended health care
• Life insurance
• Paid time off

Schedule:

• Monday to Friday

Work Location: In person
Application deadline: 2025-08-01
Expected start date: 2025-08-0

• First point of contact for all technical support tickets
• Log and update tickets into the Ticketing system
• Prioritize and troubleshoot issues either in person or using remote control software
• Resolve hardware and software technical issues according to their priority
• Walk users through problem-solving processes when direct access is not available
• Remediate all workstations, software patches, updates, and upgrades
• Direct unresolved issues to the Ops Manager for escalation
• Deploy technology equipment for new users and set up hardware, including workstations, telephone and printers
• Assist with keeping build images and workstation deployment methods up to date
• Maintain inventory tracking and update the inventory logs of supplies, users, UP, service tags etc.
• Maintain project and network related documentation, and documentation on user processes, hardware, and software
• Maintain the integrity of the network/systems security and optimization of the network (LAN and WAN)
• Inform users of incident/service request status, new systems, procedures, and updates
• Identify and suggest possible improvements on procedures
• Conduct technology onboarding for new Team Members