- Junior
- Bureau à Markham
Key Responsibilities:Serve as the first point of contact for customer end users seeking IT assistance via phone, email, or service desk ticketing system.Diagnose and resolve basic technical issues related to hardware, software, and network connectivity.Provide support for password resets, user account management, and access issues.Assist in installing, configuring, and maintaining desktops, laptops, and other peripheral devices.Escalate unresolved issues to other support teams, following defined escalation protocols.Log all support interactions and resolutions in the ticketing system, ensuring detailed and accurate documentation.Maintain knowledge of allocated customer IT systems, policies, and procedures to offer efficient support.Follow up with end users to ensure full resolution of issues and excellent customer service.Assist in maintaining an inventory of hardware and software assets.Participate in ongoing training and professional development to stay current with IT support best practices.Required Skills & Qualifications:High school diploma or equivalent (Associate degree in IT or related field preferred).0-1 year of experience in a helpdesk or IT support role.Basic understanding of computer systems, mobile devices, printers, and networking.Familiarity with Windows and/or Mac operating systems.Proficiency in Microsoft Office Suite and common enterprise software.Excellent communication and customer service skills.Strong problem-solving abilities and attention to detail.Ability to work in a fast-paced environment and manage multiple tasks simultaneously.A proactive attitude with a willingness to learn and grow in the IT field.Preferred Qualifications:CompTIA A+ or similar IT certifications.Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).Familiarity with Active Directory and Office 365 administration.Working Conditions:This position may require occasional weekend or after-hours supportThis is an office based role
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