Senior Help Desk Technician

Job description

We are seeking a highly skilled Senior Help Desk Analyst to join our team. This position acts as a senior technical resource that is able to solve complex problems. They act as an escalation point for issues that cannot be resolved by more junior members of the team. The Senior Help Desk Technician identifies, develops, and implements recommendations for process and technical improvements.

Responsibilities

• Receive and respond to service desk tickets for internal customers in a timely manner.
• Provide IT support and guidance on-site or through remote assistance, telephone, and email in a professional manner.
• Participate in the employee onboarding process by setting up new users and ensuring they have appropriate access to the needed hardware and software.
• Participate in the employee offboarding process by disabling access and recovering IT Assets.
• Install and upgrade software, install hardware and configure systems and applications.
• Provide support to users on the usage of new applications or technology.
• Monitor progress of outstanding issues and ensure users remain up to date with consistent follow-up.
• Perform preventative maintenance on the company’s hardware and software.
• When required, escalat problems to vendors or senior IT staff to find a solution.
• Participate in project initiatives and planning, along with suggesting new strategic innovations.
• Participate in rotating on-call schedule for afterhours and weekends.

What we need

Ability to work independently or as part of a team.

Job Types

Full-time, Fixed term contract

Additional pay

Bonus pay

Benefits

Flexible language requirement

Schedule

Experience

Licence / Certification

Work Location

Hybrid remote in Sudbury, ON P3A 5K6

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