IT Support Helpdesk

CMHA Thames Valley Addiction and Mental Health Services • London, ON

1d • CA$29 - CA$37 • Hybrid

About The Position

The IT Support Helpdesk will provide front-level primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. The IT Support Helpdesk must have excellent communication skills, problem-solving skills, and, when appropriate, will escalate or route tickets appropriately. This is an in-person role: The successful candidate for this position will be expected to report to 200 Queens Ave (London), four days per week, with the option of a work from home arrangement one day per week.

Requirements

• College diploma or university degree in Computer Systems Technology, Business and Information Systems Architecture, Information Technology Infrastructure, or equivalent work experience
• Valid Driver’s License: minimum G2 class required and Access to a vehicle for personal transportation as frequent travel within the organization’s service region is required (London, Elgin, South Huron, Middlesex, Oxford, Chatham Zones)
• Current, satisfactory Criminal Record Check (CRC)
• Demonstrated ability to attend work regularly

Nice To Haves

• Proven experience as a helpdesk technician or other technical customer support role.
• Good understanding of computer systems, software, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication and customer service skills.
• Strong problem-solving skills and attention to detail.
• Familiarity with incident ticketing systems and use of remote support/control tools.
• Familiarity/experience with asset management tools, systems, and concepts.
• Knowledge of landline and mobile telephones.
• Able to work in a team environment or independently, as required.
• Bilingual in both official languages, preferred; Une préférence sera accordée aux personnes possédant des compétences dans les deux langues officielles du Canada

Responsibilities

• Provide first-level contact and problem resolution for users with hardware, software, and application issues.
• Respond to helpdesk tickets via phone, email, or in-person and document all interactions in the helpdesk system.
• Diagnose and resolve technical hardware and software issues.
• Guide users through step-by-step solutions.
• Escalate unresolved issues to the next level of support.
• Track, route, and redirect problems to the correct resources.
• Follow up with users to ensure issue resolution.
• Maintain daily performance logs and create reports as needed.
• Install, modify, and repair computer hardware and software.
• Set up new user accounts and manage password resets.
• Maintain accurate equipment inventory.
• Work in consultation with other programs and assist with IT functions as required.
• Providing group/individual updates and refresher training sessions on applicable software as needed.
• Provide the necessary support, equipment, and training for new employees.
• Actively engage in learning opportunities, events, meetings, and team building activities scheduled by the organization for staff members
• Act as a resource to other staff and community partners; seek out and listen to input from other staff and community partners
• Be supportive of, and an active participant in, the on-going evolution and growth of the organization
• Ensure that confidential information and material is handled in accordance with applicable privacy laws and organization policy

Benefits

• Starting rate for this role is $28.86 per hour (Level 1 – Analyst)
• Grid progression based on seniority up to Level 8 ($36.99 per hour)
• 70 hours bi-weekly; Monday – Friday 8:30am-4:30pm, with flexibility based on program needs.
• Full-Time permanent role: Immediately enrolled in the Healthcare of Ontario Pension Plan (HOOPP)
• After a 90-day waiting period, will be enrolled in extended healthcare benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree