Service Desk Technician

Position Title: Service Desk Technician Reports To: Manager, IT Service Desk and Training I. Scope and Summary of Primary Responsibilities The Service Desk Technician is responsible for providing technical support and assistance to end-users within the organization. This includes troubleshooting hardware and software issues, resolving network problems, and offering guidance on the use of various applications. II. ESSENTIAL FUNCTIONS The position entails, but is not limited to the following general responsibilities: * Responding to support requests via phone, in-person, or the ticketing system. * Troubleshooting and resolving hardware, software, and network issues. * Installing, configuring, and maintaining computer systems and applications. * Providing user training and support for various software applications. * Documenting support activity, solutions, and ongoing issues in the ticketing system. * Documenting issues and resolutions in the knowledge base. * Escalating issues to other IT teams as required. * Maintaining an inventory of hardware and software. * Ensuring compliance with IT policies and procedures. III. Qualifications Knowledge and Skill Requirements * Proficiency in troubleshooting end-user hardware and software issues * Strong knowledge of network fundamentals * Excellent communication and customer service skills * Ability to work independently and as part of a team * Familiarity with various operating systems and applications * Familiarity with remote desktop applications and IT service desk software. * Demonstrated incident, request and change management skills. Experience and Education * Post-secondary education in Information Technology or a related field. * Minimum of 3 years of experience in a service desk or technical support role. * Experience supporting adaptive technologies, specifically JAWS and ZoomText is a definite asset. * Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus. * Ability to communicate fluently in English. Work Environment * Work mainly in an office environment with some occasions to work remotely. * Frequent need to provide face to face and remote support. * Willingness to work flexible hours as shift work is required to provide coverage from 7:00 am to 6:00 pm EST. * Occasional travel may be required. CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.

The Service Desk Technician provides technical support to end-users by troubleshooting hardware, software, and network issues. They are also responsible for documenting support activities, maintaining hardware inventory, and providing user training.

Candidates must have post-secondary education in Information Technology and at least 3 years of experience in a technical support role. Proficiency in troubleshooting and strong communication skills are required, with experience in adaptive technologies like JAWS and ZoomText considered an asset.

• Customer servicePreferred
• CommunicationPreferred

Identified from the job description. Confirm important requirements above.

• Troubleshooting
• Hardware support
• Software support
• Network fundamentals
• Customer service
• Communication
• Ticketing system
• Operating systems
• Remote desktop applications
• Incident management
• Request management
• Change management
• JAWS
• ZoomText
• IT service desk software
• Hardware Troubleshooting
• Shift Work
• Technical Support
• Change Management
• Customer Service
• CompTIA A+
• CompTIA Network+
• Information Technology
• Operating Systems
• English Language
• Issue Tracking
• ITIL 4
• Remote Desktop Services
• Troubleshooting (Problem Solving)

• Technology
• Customer Service & Support
• Administrative
• Service Desk Technician
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

Minimum education

High school

Minimum experience

3+ years

Posting language

English

Working hours

40 hours per week