DSS L1 - Toronto, Canada

Job Description

Job Description

Provide on-site technical support for end users, including desktops, laptops, peripherals, and mobile devices.

Perform basic troubleshooting of hardware, operating systems, software applications, and connectivity issues.

Install, configure, replace, and upgrade IT equipment such as PCs, laptops, monitors, printers, docking stations, and accessories.

Support Windows operating systems and standard corporate applications.

Assist with user account-related requests, including password resets and access issues, following established procedures.

Escalate incidents to Level 2 or specialized teams when required, ensuring proper documentation.

Log, track, and update tickets accurately in the service management system.

Perform basic asset management activities, including inventory updates, tagging, tracking, and equipment lifecycle support.

Support workstation moves, adds, and changes (MAC activities).

Follow IT policies, security guidelines, and compliance requirements.

Provide professional customer service and clear communication with users and stakeholders.

Support additional IT tasks as requested by the client within the scope of desk-side support.

Requirements

Previous experience in Desk Side Support, IT Support, or Technical Support (Level 1).

Basic knowledge of Windows OS and common enterprise applications.

Familiarity with hardware troubleshooting for desktops and laptops.

Understanding of ticketing systems and ITIL-based support processes.

Strong customer service and communication skills.

Ability to work independently in an on-site environment.

Basic understanding of networking concepts (LAN, Wi-Fi, printers).

Flexibility to support different sites and tasks as required.

Experience with Active Directory (basic user administration).

Knowledge of Office 365 or similar productivity suites.