IT Support Specialist (Tier 1)

Tirecraft•Ingersoll, ON

2d•CA$23 - CA$26•Onsite

About The Position

Tirecraft is a proudly Canadian owned and operated expert in tires and automotive services. As an IT Service Desk Specialist, you will provide top-tier technical support to Team Members by resolving hardware, software, and system issues. Your role will involve assisting with inquiries, troubleshooting, and ensuring that our IT systems remain operational. You'll be the go-to person for handling technology challenges, providing exceptional customer service, and helping keep our digital operations running smoothly. We are growing and this is a fantastic opportunity to join a team of people enthusiastic about the industry. This is an hourly position with starting wages ranging from $23.00-$26.00, based on experience.

Requirements

Familiarity with Windows 10 & 11, Android devices, and basic M365 troubleshooting.
Experience in account unlocks/reset (Active Directory, M365), VPN and remote access troubleshooting.
Strong communication skills, with a focus on providing exceptional service to users.
Ability to think critically and resolve technical issues efficiently.
Ability to work independently and as part of a team, contributing to the overall success of the IT department.
A strong interest in technology and a willingness to learn and grow in the IT field

Responsibilities

Serve as the initial contact for Team Members needing technical assistance via phone, email, or in person.
Diagnose, research, and resolve Tier 1 technical issues related to hardware, software, and computer systems.
Provide guidance to end users on how to resolve technical problems, offering clear and concise instructions.
Collect relevant information and escalate unresolved issues to Tier 2 or Tier 3 support when needed.
Ensure the highest standard of customer service is maintained throughout all interactions.
Advise Team Members on IT products, services, and appropriate actions to resolve issues.
Create and maintain documentation for internal use, including IT procedures and user guides for both IT and non-IT Team Members.
Open, manage, and close tickets in the IT ticketing system, and communicate with the necessary personnel as needed.
Monitor server notifications and respond to alerts as they arise.
Work with internal stakeholders to help develop and maintain accurate and effective training materials for Team Members.
Identify and escalate situations requiring immediate attention to minimize operational disruptions.
All other duties as assigned.