Help Desk Associate (5)

Human Resources Department - NRT Technology Corp.•Toronto, ON

12d•Onsite

About The Position

NRT is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Their solutions encompass secure payment systems, AML compliance, credit services, table game platforms, financial kiosks, and digital gamification, including the recently acquired JOINGO® resort app engagement platform. NRT's solutions are mission-critical for a demanding clientele globally. The Help Desk Associate is an integral member of the internal front line service point, responsible for diagnosing and resolving basic IT, computer system, and network issues, including hardware, software, networking, desktop, and VPN problems. This role involves the installation, configuration, and troubleshooting of various hardware and peripheral components like monitors, keyboards, printers, disk drives, network servers, routers, and firewalls. The associate will also install, remove, test, and configure PC operating systems, software, and hardware, provide technical support via phone and onsite service, and assist users with operating systems, software, and hardware usage. Key tasks include troubleshooting business applications, PC, server, and network hardware errors, deploying and maintaining office hardware such as desktops, laptops, tablets, printers, and smartphones, and managing user and mailbox accounts on Windows Server 2012 R2 or newer, Windows 7/10 Workstations, Microsoft Office suite (especially Outlook), Active Directory, Azure User Management, Microsoft Office 365 Administration, and Cisco VPN/AnyConnect. The role also requires experience with network monitoring tools and basic TCP/IP network troubleshooting.

Requirements

Undergraduate in a technology-related field.
Experience with Windows Server 2012 R2 or newer.
Experience with Windows 7 / 10 Workstation.
Proficiency with Microsoft Office suite, especially Outlook.
Experience with Active Directory and Azure User Management.
Experience with Microsoft Office 365 Administration.
Experience with Cisco VPN / AnyConnect Configuration & Troubleshooting.
Experience using Network Monitoring tools or investigating System Alerts.
Basic TCP / IP network troubleshooting.

Responsibilities

Diagnosing basic IT and computer system and network issues; hardware, software, networking, desktop, VPN and operator problems.
Installation, configuration, and troubleshooting of hardware and peripheral components such as monitors, keyboards, printers, disk drives, network servers, routers, and firewalls.
Install, remove, test and configure PC operating systems, software and hardware.
Answer technical support phone calls, open support tickets and address those Client requests.
Resolve, escalate and provide status updates to internal team members.
Provide user assistance as needed on operating systems, software and hardware usage and procedures.
Provide technical support both via phone and onsite service during the normal working hours.
Troubleshoot & research business application, PC, server and network hardware errors.
Deploy, Maintain and Troubleshoot office typical hardware such as Desktops, Laptops, Tablets, Setup and Troubleshooting Printers and / or Smart Phones.
Creating user and mailbox accounts on Windows Server 2012 R2 or newer.
Troubleshooting and configuring Windows 7 / 10 Workstation.
Supporting Microsoft Office suite, especially Outlook.
Network Printer Mapping & Troubleshooting.
Active Directory and Azure User Management.
Microsoft Office 365 Administration.
Cisco VPN / AnyConnect Configuration & Troubleshooting.
Experience using Network Monitoring tools or investigating System Alerts.
Basic TCP / IP network troubleshooting.