Junior IT Help Desk Support

Job Description

Job Opportunity: Junior IT Help Desk Support (5 Positions)
Location: Onsite – Ottawa, Ontario, Canada
Contract Duration: Ongoing
Engish and French an asset

Position Overview:
We are seeking 5 Junior IT Help Desk Support Technicians to join our team in Ottawa. As part of a dynamic IT support team, you will play a key role in providing technical assistance to end users and ensuring smooth operations for computer hardware, software, and peripherals. The ideal candidates will have strong troubleshooting skills, a keen eye for detail, and a customer-focused approach.
Key Responsibilities:
Provide desktop technical support for the maintenance, repair, upgrade, installation, and troubleshooting of desktops, laptops, tablets, printers, and other IT peripherals.
Offer 1st and 2nd-level technical support for hardware and software issues.
Perform on-site verification, problem recognition, isolation, research, resolution, and follow-up.
Open, close, and manage trouble tickets; escalate complex issues as needed.
Provide advice and technical guidance to end users, ensuring their IT needs are met effectively.
Distribute new IT assets such as laptops, tablets, monitors, printers, etc., based on client requirements.
Ensure compliance with IT security and safety policies in line with client regulations.
Contribute to the development and maintenance of processing and procedural documentation.
Track and maintain records of reported issues and their resolutions using an ITSM tool, in line with standard operating procedures (SOPs).
Communicate with clients via email, MS Teams, or in person to ensure satisfaction and resolution of reported problems.
Monitor service tickets from initiation through to resolution, ensuring all issues are addressed promptly.
Track inventory of hardware and software assets.
Escalate unresolved issues to senior support personnel to expedite resolution.
Document problem resolutions and assist with ongoing help desk activities.
Perform other related tasks as required.
Required Qualifications:
Minimum of 1 year of experience in an IT enterprise environment supporting at least 1000 Windows 10 clients.
Minimum of 1 year of experience providing 1st line desktop support, including troubleshooting, installation, and maintenance.
At least 1 year of experience working in a service desk/trouble-ticket-based environment as part of a team.
Strong communication skills and a customer-first mindset.
Ability to follow procedures and adhere to security protocols.
Familiarity with ITSM tools and troubleshooting methodologies.