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Tier 1 Helpdesk Technician
Posted via LinkedIn Recruiter (not a company profile)
Posted 6 days ago
About the role
- Tier 1 Helpdesk Technician needed for 4-week contract, onsite in downtown Toronto. Provides first-level technical support with potential for permanent role.
Responsibilities
- Serve as the first point of contact for technical support requests via phone, email, or ticketing system. Troubleshoot and resolve basic hardware and software issues on desktops, laptops, mobile devices, and peripherals. Assist with user account management, including password resets, access provisioning, and deactivation during offboarding. Install, configure, and maintain end-user devices and standard business applications. Participate in onboarding setup for new employees, including hardware imaging and initial access setup. Participate in offboarding process by decommissioning equipment, revoking access, and ensuring secure data handling. Escalate complex issues to Tier 2 or Tier 3 support as required, ensuring proper documentation and follow-up. Maintain accurate records of problems and their resolutions in the IT ticketing system. Provide excellent customer service and communicate clearly with both technical and non-technical users. Support IT asset tracking, hardware inventory, and routine maintenance tasks. Contribute to continuous improvement by documenting procedures and suggesting process enhancements.
Requirements
- Diploma or certification in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience). Strong understanding of Windows, macOS, Google Workspace and Microsoft 365 environments. Basic networking knowledge (TCP/IP, DNS, DHCP, VPN). Familiarity with ticketing systems and remote desktop tools. Excellent problem-solving, organizational, and communication skills. Strong customer service attitude and eagerness to learn new technologies. Preferred: CompTIA A+ or equivalent certification; experience in a helpdesk or technical support environment (including co-op or internship); knowledge of Active Directory, endpoint management tools, or ITSM systems; working knowledge of Linux operating systems (e.g., Ubuntu, Red Hat, Debian, etc.).
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