IT Support Specialist - Backfill

Must-haves

Exceptional customer service and communication skills

-IT Help Desk experience, at least 1 - 2 years’ experience

-Troubleshooting experience for end user hardware (laptops, monitors, docking stations, keyboard, etc)

-Troubleshooting experience for Windows 11 and Office 365 installations, and other Windows applications

-Troubleshooting and installation experience for iPhones

-Windows and Office 365 Account administration

Nice to have:

-Remote computer administration

-Knowledge of Microsoft Office add-ons management

-Knowledge on how troubleshoot audio-video equipment

-IP telephony, Teams phone, Webex preferred

-Ninja Ticketing system, or experience with another ticketing system

Day-to-Day

We are looking for an IT Support Analyst for a full-time role. The ideal candidate will be a self-starter, confident, adaptable, accountable, collaborative and client service focused. It is beneficial if the candidate has worked in a law or professional services firm and has at least 1 year of IT support experience. This role is 9-5, Monday-Friday on site 4 days a week, downtown Toronto. The initial training/probationary period will require candidates to go on site 5 days a week.

Responsibilities:

Provides level 1 support to resolve incidents. This role will be required to provide on call support evenings and weekends on a rotational basis.

-Serve as the first point of contact for users seeking technical assistance over the phone or email

-Perform remote troubleshooting through diagnostic techniques and pertinent questions

-Determine the best solution based on the issue and details provided by users

-Explain to the user the resolution process

-Escalate unresolved issues to the next level of support

-Provide accurate information on IT products or services

-Record updates and resolutions for incidents in ticketing system

-Follow-up and update user status and information

-Pass on any feedback or suggestions by users to the appropriate internal team