Service Desk Technician

Canadian National Institute for the Blind•Toronto, ON

2d•CA$57,768 - CA$72,210•Hybrid

About The Position

The Service Desk Technician is responsible for providing technical support and assistance to end-users within the organization. This includes troubleshooting hardware and software issues, resolving network problems, and offering guidance on the use of various applications.

Requirements

Proficiency in troubleshooting end-user hardware and software issues
Strong knowledge of network fundamentals
Excellent communication and customer service skills
Ability to work independently and as part of a team
Familiarity with various operating systems and applications
Familiarity with remote desktop applications and IT service desk software.
Demonstrated incident, request and change management skills.
Post-secondary education in Information Technology or a related field.
Minimum of 3 years of experience in a service desk or technical support role.
Ability to communicate fluently in English.

Nice To Haves

Experience supporting adaptive technologies, specifically JAWS and ZoomText is a definite asset.
Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.

Responsibilities

Responding to support requests via phone, in-person, or the ticketing system.
Troubleshooting and resolving hardware, software, and network issues.
Installing, configuring, and maintaining computer systems and applications.
Providing user training and support for various software applications.
Documenting support activity, solutions, and ongoing issues in the ticketing system.
Documenting issues and resolutions in the knowledge base.
Escalating issues to other IT teams as required.
Maintaining an inventory of hardware and software.
Ensuring compliance with IT policies and procedures.