IT Helpdesk Support

H.H. Angus & Associates Ltd.•Toronto, ON

4d•Hybrid

About The Position

We’re looking for a service-oriented and tech-savvy IT Help Desk Support professional to join our Knowledge Management team in Toronto. In this role, you’ll be the first point of contact for employees seeking technical assistance, helping to resolve hardware, software, smartphone, and network-related issues quickly and effectively. You’ll support the daily performance of computer systems by installing, configuring, maintaining, and troubleshooting equipment and applications, both in person and remotely. You’ll provide clear guidance on IT products and services, follow up on issues through to resolution, and ensure a high standard of support across the company. You’ll also play an important role in strengthening our internal IT operations by escalating unresolved issues to the right resources, recommending process improvements, assisting with network security initiatives, and preparing user support documentation and training materials. In addition, you’ll provide backup support to other members of the IT team as needed. This position is ideal for someone who enjoys problem-solving, communicates well with a wide range of users, and brings a proactive, detail-oriented approach to technical support. Your work will help keep our teams productive, connected, and supported every day.

Requirements

A diploma from college in an IT-related field
1-2 years experience in IT Helpdesk/Desktop support
Exceptional communication and interpersonal skills, both formally and informal
Ability to work in a fast-paced environment and multitask
Ability to work well with team members
Demonstrates proficient technical skills and is able to deliver assigned tasks independently

Responsibilities

Maintains daily performance of computer systems. Installs, modifies, and repairs computer hardware and software. Performs remote troubleshooting through diagnostic techniques
Responds to queries either in person, email, or over the phone and ensures that a high level of client support is maintained as a primary focus across the company
Provides accurate information on IT products or services
Follows up with client, gains feedback, and sees problems through to resolution
Tracks, routes, and redirects unresolved issues to correct resources within the IT department
Recommends procedure modifications or improvements
Writes training manuals and/or support documents under manager review to support the development of skills for end-users
Provides support with network security initiatives and recommends solutions to support IT and company initiatives
Provides back-up to the IT Support Analyst, Developer, and/or Network Analyst as needed or requested
Provides Smartphone support to HHA