help desk technician Mississauga

i3 Solutions Inc.

Full Time Mississauga 45000 - 12.04 CAD ANNUAL Today

Job description

Job Description

The Technical Client Support responsibilities are two-fold. Firstly, you will be responsible for timely and effective resolutions to issues relating to i3’s Panacea software package as it relates to both hospital management and end-user use. Secondly, you will be responsible for timely and effective resolutions to first-level end-user productivity issues as they relate to IT-serviced computer operations. This will be accomplished by performing question/problem diagnoses, guiding users through to issue resolution, communicating basic technical solutions in user-friendly language, and conducting end-user training where necessary.

Duties

Resolve end-user IT issues (i.e. password reset, software questions, PC hardware problems, Internet connectivity, configurations, and etc.)
Diagnose and resolve minor network issues (i.e. LAN access and equipment issues)
Recognize and escalate deeper and more complex issues to Tier 2 support technician
Participate in moves, adds, and changes to network and systems access for new, departing, and/or promoted/demoted employees
Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process
Prioritize work orders/help desk tickets according to severity
Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
Compile, maintain, and file all repair records, reports, and other documents as required
Maintain inventory of end-user hardware using hardware database in a timely and consistent manner
Maintain inventory of software licenses
On-call rotation required. Must have Internet access from home. Required to carry a cell phone during business and off hours
Perform and assist with disaster recovery operations, as necessary
Perform other duties as necessary (i.e. internal hardware issues, inventory management)

Requirements

College degree in technical field required, university degree considered an asset, or an acceptable combination of education and relevant experience
COMPTIA A+/Network+ or 1+ years of direct work experience in a Support Technician capacity
Always maintain a high degree of professionalism, courteousness, and friendliness
Business-oriented mindset
Ability to explain technical concepts and theories to non-technical audiences
High degree of resourcefulness, flexibility, and adaptability
Multi-tasking, organizational skills, and management of priorities
As a growing company, responsibilities will increase over time
Desktop/network support
All Windows environments
Microsoft Office Suite
Email servers (Microsoft Exchange primarily, both local and in the cloud)
Active Directory: Must be able to create/modify user account
Must be able to manage user accounts, both in AD and Group Policy

Nice to Have