Onyx-Fire Protection Services Inc. is the fastest-growing full-service fire protection company, and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures.

Responsibilities : Level 1 Support :

- Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
- Determine optimal solutions based on the issue and details provided by customers.
- Guide customers through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Document events and problems, along with their resolutions, in logs.
- Follow up and update customer status and information.
- Relay customer feedback or suggestions to the appropriate internal team.
- Identify and propose possible improvements to procedures.
- Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.

Inventory Management :

- Oversee and maintain accurate records of IT hardware and software inventory.
- Collaborate with relevant teams to optimize inventory levels.
- Conduct regular audits to ensure inventory accuracy.

EDR/XDR Tools :

- Monitor and respond to security incidents and threats effectively.

Active Directory Management :

- Create, modify, and manage user accounts, groups, and permissions.

Office 365 Administration :

- Manage user accounts, licenses, and security settings.

Network Monitoring :

- Monitor network performance, troubleshoot connectivity issues,



and ensure optimal network operation.
- Collaborate with network engineers to optimize network infrastructure.

Documentation :

- Maintain accurate and up-to-date documentation of system configurations, processes, and procedures.
- Create technical documentation and guides as needed.

Incident Response :

- Participate in incident response activities, including identifying, mitigating, and recovering from security incidents.
- Collaborate with the security team to develop incident response plans.

Qualifications :

- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum of 2-4 years of experience as an IT help desk technician.
- Proficiency in EDR/XDR tools.
- In-depth knowledge of Active Directory management and Windows Server administration.
- Experience with Office 365 administration and cloud-based services.
- Good understanding of network monitoring and troubleshooting.
- Excellent problem-solving and analytical skills.
- Solid communication and collaboration abilities.
- Relevant certifications such as CCNA and CompTIA are a plus.

Join Us : Headquartered in Mississauga, with deep operations throughout Canada, Onyx-Fire is the quality choice for local and national clients alike. We deliver preventative maintenance and project services to protect our client’s people and their properties. Our high-performance culture provides an environment for people to grow and develop in their careers, take on more responsibility, and be part of a team that shares the same goals

📌 IT Help Desk Technician (Mississauga)
🏢 Community Fire Prevention
📍 Mississauga