Position:  IT Support Technician

Location:  Downtown Toronto, Ontario 

Responsibilities:  The Responsibilities of this job include but are not limited to the following:

IT User Support

Responds to user requests and provides assistance with computer systems and software applications Logs activities in IT Help Desk proactively follows up with users regarding open tickets, tracks problem resolution steps Troubleshoots and resolves hardware and software related issues Assists with user training, answering user questions, IT orientation and onboarding for new users Seeks continuous improvement of Information Technology systems & processes Receive and respond to incoming calls, emails regarding PC and/or hardware problems Printer maintenance such as toner change and servicing When required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products May require occasional lifting of computer equipment Other duties as assigned

IT Project Support

Assists with Windows 11 deployment program Assists with Office 365 deployment program Provides additional support to the IT Department as needed, on an ongoing basis

Experience and Education:

Post-secondary education in a Computer Science or Information Technology or a related field or relevant experience in a similar role 1-2 years of experience in IT Support / Helpdesk role (we will also consider IT graduates with no experience) Computer hardware and software troubleshooting experience is required Customer service experience would be an asset Working knowledge of networking tools and technologies such as IPConfig, DHCP, DNS, LAN Familiar with Windows operating systems and Microsoft Office

Required Skills:

Self-starter with good interpersonal, verbal and written communication skills Customer service oriented Strong analytical and problem-solving skills Ability to multitask in a fast paced work environment Desire to work in a team-based environment

Expected Competencies:

Attention to Detail – Working in a conscientious, consistent and thorough manner

Analytical Thinking – Identifies critical relationships in information by analyzing and synthesizing information to understand issues, identify options, and support sound decision making

Client Focus – Provides added value through service excellence to internal and/or external clients

Continuous Learning – Identifying and addressing learning and developmental needs to enhance own performance

Problem Solving – Identifying problems and the solutions to them

Initiative – Dealing with situations and issues proactively and persistently, seizing opportunities that arise

Resilience – Remains energized and focused in the face of ambiguity, change or strenuous demands

Infrastructure/Platforms – Knowledge and ability to support the enterprise computing infrastructure (e.g., enterprise servers, client server, storage devices and systems, hardware and software) in the provision, management, storage, operation, scheduling, support and maintenance of the infrastructure

Interactive Communication – Listening to others and communicating articulately, fostering open communication

Service Management Processes – Demonstrates basic knowledge and ability and with guidance can implement the methods, practices and policies governing the design, development and use of the IT support processes designed to keep the IT environment functioning efficiently, effectively and securely in common situations that present limited difficulties