Provide first-level technical support to end users, troubleshoot hardware and software issues, manage user accounts, and ensure high user satisfaction.
Job Overview
Provide first-level technical support and assistance to end users during regular business hours, Monday through Friday. Resolve hardware, software, and network issues promptly to ensure smooth IT operations and high user satisfaction.
Key Responsibilities- Respond to IT support requests via phone, email, and ticketing system during Monday to Friday business hours, typically 8 AM to 5 PM or 9 AM to 6 PM.
- Troubleshoot and resolve desktop, laptop, printer, mobile device, and software issues.
- Manage user accounts and access permissions using Active Directory or similar tools.
- Assist with hardware setups, software installations, and basic network troubleshooting.
- Document user problems, resolutions, and follow up to ensure issue closure.
- Collaborate with IT teams to escalate and resolve complex issues.
- Maintain IT asset inventory and contribute to knowledge base resources.
- Provide excellent customer service with clear communication.
- 3+ years of experience in IT help desk or support roles.
- Familiarity with Windows and macOS environments.
- Strong problem-solving and communication skills.
- Ability to work Monday-Friday during business hours (e.g., 8:30 AM to 5 PM).
- Experience with Active Directory, ticketing systems, and basic networking.
Top Skills
Active Directory
Basic Networking
macOS
Ticketing Systems
Windows
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What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
