OnX Canada has a client seeking a Technical Support Help Desk professional for an initial 6-month contract. This role is fully onsite in Brampton.

Duration: 6 months

Onsite: 5/5 Days

Tops Skills and Technology Required

3+ Years of Technical Support Experience Service Now (or similar ticketing system) M365 Windows 11 Desktop Imaging Active Directory Exchange Mobile Device (MDM) Support VDI Experience supporting C-Suite Executives

POSITION SUMMARY

The Analyst - IT Service Desk is the primary point of contact for Information Technology Services (ITS) support. They diagnose, troubleshoot, and resolve issues related to hardware and software, including desktops, laptops, tablets, and mobile telephones/devices. They provide first-level support, ensuring that systems are restored to normal operation in an efficient, professional, and courteous manner while maintaining a high level of customer satisfaction through clear communication and effective problem resolution.

RESPONSIBILITIES

Responds to all reports of technology incidents, service requests, and how-to inquiries via phone, email, walk-in, IM, and the IT Self Service Portal in a prompt, efficient, professional, and courteous manner. Records, tracks, and updates all incidents, service requests (catalog items), and how-to inquiries and coordinates with vendors to create tickets via phone, email, or web, ensuring adherence to incident and request management procedures. Provide first-level support for client hardware, virtual machines, software, multi-factor authentication tools, USB encrypted keys, mobile devices (e.g., smartphones, tablets), & VDI infrastructure and escalate complex issues, serving as a liaison between different support levels. Provides follow-ups and status updates to members and internal ITS personnel on incidents, service requests, and escalated issues. Monitors system performance, reports and records outages or service degradations, and initiates major incident and problem tickets as needed. Keeps members informed about new procedures, maintenance windows, IT advisories, and other important updates to ensure smooth operations. Manages onboarding and offboarding processes by creating, modifying, and deactivating user accounts, permissions, and access across various internal and external systems. Maintains and administers email accounts, calendars, shared mailboxes, and distribution groups to ensure seamless communication and access control. Creates, updates, and formats Service Desk documentation in the Knowledge Base. Analyzes Service Desk processes to identify and recommend improvements for service efficiency. Analyzes, releases, or escalates suspicious emails to ensure compliance with cybersecurity protocols.