Job Brief

The Helpdesk Specialist provides customer service and tech support to Graybar Canada employees for applications, systems, and services in French and English languages.

Graybar Canada is looking for people with a desire to start a long-lasting career at one of the oldest and largest wholesale electrical distributors in Canada.

Graybar Canada is a leader in the distribution of high quality electrical, automation and telecommunications products that supports these operations through related supply chain management and logistics services. Graybar Canada operates more than 35 branches across Canada. As one of Canada's largest employee-owned companies, Graybar Canada has the power and stability of a big corporation and the integrity and drive of a neighborhood business.

Graybar Canada currently has an exciting career opportunity available out of our Corporate Head Office in Halifax, NS.

Helpdesk Specialist

Graybar Canada offers a competitive compensation and benefits package including:

• No Evening or Weekend Shifts
• TELUS Health Virtual Care
• Cost shared Health and Dental Benefits
• Life & AD&D Insurance
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Position Summary:

The Helpdesk Specialist provides customer service and tech support to Graybar Canada employees for applications, systems, and services in French and English languages.

Major Responsibilities:

• Provide assessment, perform intermediate level technical troubleshooting and support, and where possible, provide resolution.

• Provide remote assistance to end-users using TeamViewer or Windows Remote Assistance.

• Provide technical support for Microsoft Windows, Microsoft Office, Apple iOS, Android, software, hardware, basic networking, telephony, and a wide range of apps and services.

• Monitoring and maintain devices, operating systems, applications, and software update deployments using Microsoft Intune and Configuration Manager and related tools.

• Provide support for Microsoft 365 apps and services such as Microsoft Office, Microsoft Teams, SharePoint, and Microsoft Exchange.

• Provide support for ERP (SAP Business One and Infor SX Enterprise) and related applications such as troubleshooting, report generation, account onboarding and offboarding, data entry, and training.

• Monitor daily backup tasks, report warnings or failures to appropriate business groups, and prepare tape backups for offsite pickup and delivery.

• Develop and maintain documentation.

• Work with partners and consultants on escalated issues, contracts, or projects.

• Enroll in technical training when and complete certifications when directed.

• Review spam and malware.

• Proactively create or update of technical knowledge base articles using Atlassian Confluence and Jira Service Management.

• Take ownership of escalated requests and issues and follow-up with end users to provide status updates.

• Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures.

• Analyze systems and map processes using Microsoft Visio and related tools.

• Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives.

• Participate in on-call schedule rotation (weekly, once every 6-8 weeks).

• Adhere to company policies and industry regulations.

Requirements:

• Diploma or degree with concentration in computer science or computer related courses.

• 2+ years' experience working with Microsoft 365, Active Directory, Windows Server, Microsoft Exchange Online, Intune, and Entra ID (Azure Active Directory).

• Must be able to speak and write fluent English and French with advanced grammar and composition skills.

• Bilingual: French and English is required.

Preferred Skills & Experience:

• Desire to improve the overall technical user experience with relation to apps, services, and helpdesk.

• Experience with application deployment and patch management.

• Experience in technical customer support.

• Experience troubleshooting basic networking issues.

• Experience with helpdesk management software, such as Jira Service Management, and other tools, to effectively lead, manage, monitor, and helpdesk escalations.

• Experience with SAP Business One, Infor SX Enterprise Distribution, or similar ERP applications.

• Highly self-motivated and detail oriented.

• Enthusiasm for continual learning with a passion for learning innovative technology.

• Effective verbal, written and interpersonal skills. Ability to speak to technical-level staff and develop written reporting and presentational content with level-appropriate messaging up to and including the senior executive level.

• Strong communications, organizational, and problem-solving skills.

• Experience working in a team-oriented, collaborative environment.

• The above is a brief outline of position responsibilities and does not intend to be all-inclusive of the current or future duties, responsibilities or reporting relationships.

If you are highly motivated and have a passion for customer service, and are looking for a fun, rewarding career, we would be pleased to talk to you about joining Graybar Canada.

Graybar Canada is an equal opportunity employer that encourages interested candidates to apply.

We wish to thank all applicants for their interest but advise that only those selected for an interview will be contacted