Job Description

Job Description

Helpdesk Analyst - Midtown Toronto (Hybrid)

Contract : 1 year

Hourly rate : up to $25/hour

About the Role

The Technical Support Analyst provides first-level technical support services and problem resolution for all aspects of end-user technologies, including hardware and software. This role involves interacting with end-users located at the corporate office, remote users and field staff with the highest standard of professionalism and customer service. Additional functions include account creations and terminations, as well as coordinating with vendors and assisting in the deployment of Infrastructure projects.

This is a hybrid role requiring working two (2) days in the office and three (3) days remotely, per week. (All remote work must be completed from your home office within the province of Ontario.)

What you will be doing

• Provide technical support on Desktop and Mobile Productivity Tools (MS Office Applications, Web Browsers, OS) and end user connectivity for both local and remote users
• Assist with roll outs and troubleshooting of new technology including PC hardware and accessories, mobile phones, tablets, printers, networking and workstation configurations
• Responsible for applying security patches and updates on O/S and applications on workstations, including endpoint software
• Perform tasks such as Moves, Asset Refresh, Install, De-install, Re-image, Evaluation, and Testing
• Development, maintenance and updating of systems support knowledge base documentation for supported systems, including hardware and software inventory

Must Have

• 1-2 years’ of previous 1st level help desk support and customer service experience
• Advanced knowledge of Desktop/Mobile Productivity Tools (MS Office, OS, Web Browsers)
• Knowledge of networking protocols (LAN/Wireless) and communications, specifically TCP/IP, DNS, DHCP, connectivity
• Well-developed troubleshooting and problem-solving skills
• Knowledge of security patches and updates to O/S and applications on workstations, laptops and mobiles, including anti-virus and security software
• Post-secondary diploma or certificate from a technical college, or a bachelor’s degree in computer science and Microsoft certifications

Nice to have

• Experience configuring Microsoft Intune and deploying assets via autopilot
• Knowledge using Deskpro as a ticketing system
• Experience with Lansweeper for asset inventory

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