Helpdesk Support Technician
$55,000–$60,000 year
On-siteToronto, Ontario, Canada
Job Summary
Provide timely, courteous IT support to staff, retail shops, and third-party events via remote channels, email, phone, or in-person. Troubleshoot hardware, software, and network issues while managing helpdesk tickets, prioritizing requests to meet service level agreements. Configure computers, set up Yealink phones, and oversee meeting equipment including projectors and microphones. Maintain knowledgebase articles, create instructional materials, and provide onboarding and ongoing training on new technology tools. Implement IT security policies, support compliance with data protection regulations, and coordinate with vendors for hardware repairs and warranty claims.
Required Qualifications
- College or University degree, or an acceptable combination of education and 1 to 2 years of relevant experience
- Solid understanding of Microsoft Windows, Office 365, Teams, SharePoint and Adobe products
- Solid understanding of hardware including but not limited to Desktop PCs, laptops, tablets, Macs, Office printers
- Basic understanding of Active Directory, Windows Server usage, DNS and DHCP services
- TCP-IP, PowerShell, Remote desktop software, LAN, WAN
- Experience with helpdesk ticketing systems
- High level of comfort in speaking and interacting with users in all levels of the organization
- Good organizational and time-management skills, with the ability to prioritize competing requests
- Comfort in asking questions, receiving feedback, and developing new skills
- Position is on-site, based out of Evergreen's head office at Evergreen Brick Works in Toronto
- Regular office hours (flexible), with the possibility of evenings or weekends, as-needed
Desired Qualifications
- Experience creating educational/instructional materials for users
- Experience working in a customer service oriented environment
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