Responsibilities include but are not limited to:

- Monitoring/Resolution of issues relating to back-ups, server functionality, websites and other IT support systems
- Teach clients the advantages and features of more advanced tools by i3 Solutions Inc.
- Resolve end-user IT issues (i.e. password reset, software questions, PC hardware problems, server problems, Internet connectivity, configurations, and etc.)
- Provide one-on-one end-user support and problem resolution via telephone, email, and/or other vehicles of communication
- Perform in-person, onsite repairs of hardware, printers, and other peripherals
- Diagnose and resolve escalated network issues (i.e. LAN access and equipment issues)
- Recognize and elevate deeper and more complex issues to Tier 3 Support Technician or Development.
- Testing functionality of Panacea™, hardware repairs, and network
- Assist PC and network technicians by troubleshooting software, hardware, and network issues
- Install network interface cards, hubs, switches, network cabling, and etc.
- 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
- Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements
- Attend and/or conduct training sessions for end-users; create training materials for end-users (i.e. FAQ sheets) and document any processes




- 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
- Research, resolve, and respond to complex questions received via email, telephone calls, callbacks, and/or escalations
- Partner with outside vendors and internal IT staff to coordinate seamless support of infrastructure
- Manage projects as needed with guidance from senior team members and management
- Maintain inventory of end-user hardware using hardware database in a timely and consistent manner
- Maintain inventory of software licenses
- Responsible for keeping IT storage area well organized
- 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)

Qualifications:

- 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
- Must have the ability to manage workload independently
- 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 accounts
- Must be able to manage user accounts, both in AD and Group Policy

Work Conditions

- Travel within GTA is required, must have use of a vehicle
- Comfortable with demoing software in small group presentation setting.
- Ability to physically inspect and move equipment
- Able to lift at least 50 lbs.
- Overtime as required
- On-call required

Job Types: Full-time, Permanent

Pay: $50,000.00-$65,000.00 per year

Perks

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Experience:
- Technical Help desk: 3 years (required)
- Computer networking: 3 years (required)
- Active Directory: 3 years (required)

Licence/Certification:
- driver's license (required)

Willingness to travel:
- 25% (required)

Work Location: In person

📌 IT Helpdesk Support (Tier 1/2) (Mississauga)
🏢 Socket.dev
📍 Mississauga