QUALIFICATIONS:

• Minimum 1 year of experience in an IT support role or technical service, working directly with end-users.
• A post-secondary degree specializing in a relevant IT discipline, or equivalent experience.
• Solid understanding of software concepts.
• Working knowledge of SaaS Applications.
• Relevant technical certifications such as ITIL are considered an asset.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to collaborate effectively across all levels of the organization.
• Strong proficiency in analyzing and resolving standard issues by applying experience, judgment, and established precedents to determine effective solutions.
• Ability to adapt to new challenges and prioritize tasks in a fast-paced, evolving environment.
  Schedule: This is a full-time, on-site position based at our office located at 22 St. Clair Avenue East, Toronto, ON. The role requires a five-day workweek, Monday through Friday.

• Serve as the first point of contact for application and desktop support requests and technical issues, delivering friendly and effective customer service.
• Communicate in a professional manner with a diverse user base, including junior staff and senior executives.
• Provide support via phone, remote tools, and in-person desk-side assistance.
• Troubleshoot and support hardware and software issues, including Windows 11, standard desktop applications, and SaaS platforms.
• Perform imaging and diagnostics on laptops, PCs, and other handheld devices.
• Conduct first-level problem determination and escalate as needed.
• Assist users with common IT tasks such as password reset, email setup, software installation, etc.
• Take ownership of support tickets from creation to resolution, ensuring timely updates to stakeholders.
• Recommend workarounds and contribute to knowledge base articles to enhance self-service and future issue resolution.
• Manage time and resources effectively to resolve user requests promptly.
• Follow established policies and procedures, including escalation protocols.
• Document and escalate critical incidents to Level 2 Support Teams.
• Collaborate with the Infrastructure Team on core system issues and preventive maintenance, including network and security tasks.
• Support and troubleshoot video conferencing systems, coordinating with vendors and Level 2 Support Team as needed.
• Assist the Infrastructure and Application Managers with monthly account administration and reporting.