Job Overview

Join our IT support team as an IT Service Desk Technician, where your technical expertise and customer service skills will drive seamless technology experiences for our users. In this role, you will be the first point of contact for resolving a wide range of IT issues, ensuring operational continuity across diverse operating systems and hardware platforms. Your proactive approach will help maintain a secure, effective, and user-friendly technology environment, empowering our team to perform at their best every day.

Service Desk & Technical Support

- Provide first- and second-level technical support for incoming customer requests, regardless of communication method, including telephone, email, alerts, and other service channels.
- Ensure all requests and incidents are properly documented, categorized, prioritized, and assigned.
- Provide advanced troubleshooting and support for issues that cannot be resolved at the first level.
- Build strong customer relationships by listening carefully, asking effective questions, and gathering detailed information to accurately understand the issue.
- Create and maintain accurate incident and service request records in Q360, including:
- Customer contact information
- Priority, in accordance with documented processes
- Detailed problem descriptions
- Troubleshooting and resolution information
- Escalate incidents to the appropriate technician or resource when required, ensuring all relevant information and troubleshooting history is documented.

Proactive Monitoring

- Monitor proactive alerts on a daily basis and take appropriate action to resolve identified issues.
- Monitor backup systems and investigate backup successes and failures.
- Identify potential issues before they impact customers and take preventative action where possible.

Problem Resolution





- Troubleshoot and resolve technical issues remotely or directly at the customer's workstation.
- Perform hardware, software, network, and peripheral troubleshooting as required.
- Complete service requests and technical fixes within established service standards.
- Perform preventative maintenance according to predefined schedules.
- Inspect, maintain, and clean workstations, printers, and other IT peripherals.
- Document completed work and update service records to ensure accurate customer and technical histories.

Project & Additional Support

- Provide technical support for longer-term customer projects and initiatives.
- Assist senior technicians with project-related technical tasks as required.
- Contribute to maintaining reliable, secure, and well-functioning customer IT environments.

Service Department Support

- Perform additional duties and technical tasks as assigned by the Service Department Team Lead.
- Provide resource support for Asset Lifecycle Managed Services activities.
- Prepare monthly managed services reports for assigned customers.
- Provide technical and operational support for projects as assigned by the Service Department Team Lead.

Process & System Documentation

- Identify recurring and repeatable service processes that require formal documentation.
- Create, maintain, and update process documentation to ensure procedures are clear, accurate, and consistently followed.
- Develop documentation for repeatable processes identified by the Service Department, such as user ID creation and account setup.
- Develop and maintain system-level documentation for Managed Services customers.
- Ensure customer and internal documentation remains current, accurate, and accessible to the appropriate team members.

Pay: $23.00-$25.00 per hour Expected hours: 40.0 per week

Benefits

- Casual dress
- On-site parking

Work Location: In person

📌 IT Service Desk Technician/ (Barrie)
🏢 SYDNIC Computer Systems
📍 Barrie