Tier 1 Helpdesk Technician

One of CDW’s valued clients is seeking a Tier 1 Helpdesk Technician for an initial 4-week contract, with a strong possibility of conversion to a full-time permanent position.

This is an excellent opportunity for an IT professional to gain hands-on experience in a dynamic support environment and potentially transition into a long-term role. This role is onsite 5 days a week at their downtown Toronto Office.

Key Responsibilities
·      Serve as the first point of contact for technical support requests via phone, email, or ticketing system
·      Troubleshoot and resolve basic hardware and software issues on desktops, laptops, mobile devices, and peripherals
·      Assist with user account management, including password resets, access provisioning, and deactivation during offboarding
·      Install, configure, and maintain end-user devices and standard business applications
·      Participate in onboarding setup for new employees, including hardware imaging and initial access setup
·      Participate in offboarding process by decommissioning equipment, revoking access, and ensuring secure data handling
·      Escalate complex issues to Tier 2 or Tier 3 support as required, ensuring proper documentation and follow-up
·      Maintain accurate records of problems and their resolutions in the IT ticketing system
·      Provide excellent customer service and communicate clearly with both technical and non-technical users
·      Support IT asset tracking, hardware inventory, and routine maintenance tasks
·      Contribute to continuous improvement by documenting procedures and suggesting process enhancements

Required Qualifications
·      Diploma or certification in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience)
·      Strong understanding of Windows, macOS, Google Workspace and Microsoft 365 environments
·      Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)
·      Familiarity with ticketing systems and remote desktop tools
·      Excellent problem-solving, organizational, and communication skills
·      Strong customer service attitude and eagerness to learn new technologies

Preferred Qualifications
·      CompTIA A+ or equivalent certification
·      Experience in a helpdesk or technical support environment (including co-op or internship)
·      Knowledge of Active Directory, endpoint management tools, or ITSM systems
·      Working knowledge of Linux operating systems (e.g., Ubuntu, Red Hat, Debian, etc.)

If you are interested in this opportunity, please send an email to rose.manzon@cdw.ca.