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

Benefits:

Dental care

Employee assistance program

Extended health care

Life insurance

In office 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

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