Tier 1 Service Desk Associate

I M P Group International Inc.•Rancho Cucamonga, CA

About The Position

IMP Solutions, a division of IMP Group Limited, provides IT products and IT and business consulting services to clients across Canada. The company is headquartered in Halifax, Nova Scotia, and describes a culture built on integrity, passion, mutual respect, diversity, and strength. IMP Solutions is seeking a motivated, customer-focused Service Desk Associate to join its Managed Services team in Halifax, Nova Scotia. The role provides front-line technical support to end users, resolving basic computer issues and delivering timely, professional assistance. The position also involves troubleshooting hardware, software, and network issues; managing and documenting support requests; setting up and maintaining computer equipment; supporting Microsoft applications and operating systems; and escalating complex issues when needed.

Requirements

At least 1 year of Service Desk, Desktop Support, or Information Technology Systems experience.
Post-secondary education in computer science or a related field; an equivalent combination of education and experience is considered.
Understanding of operating systems, business applications, printing systems, and network systems.
Diagnostic skills for technical issues and an understanding of support tools, techniques, and how technology is used to provide services.
Excellent written and verbal communication, active listening, and interpersonal skills, with the ability to perform professionally in a fast-paced environment.
Detail-oriented and organized, with excellent time-management and multitasking skills.
Customer-focused, patient, approachable, and able to adapt quickly to change.

Responsibilities

Respond to user inquiries as front-line technical support and resolve basic computer issues in a timely manner.
Troubleshoot and resolve hardware, software, and network connectivity issues.
Take ownership of end-user issues, including ticket validation, scheduling, updates, and documentation.
Set up, configure, test, and maintain PCs, monitors, docking stations, printers, and multi-function devices.
Provide IT support for Microsoft core business applications, operating systems, and Office 365.
Follow Service Desk procedures and escalate complex issues to Tier 2 support or vendors as required.
Maintain quality documentation for troubleshooting and resolution activities.
Use ConnectWise ticketing and support tools effectively.
Complete assigned ConnectWise University training materials and blueprints.
Contribute positively to a collaborative and professional team environment.