HelpDesk Coordinator
BrainHunter - Toronto, ON

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Essential Responsibilities:

Manage incoming requests (resolve/reassign), ensure service levels are met, recurring tasks are completed
- Act as helpdesk first point of contact / management / support to end-users troubleshooting all technology issues using tracking system (log requests, monitor progress, track problem resolution, identify patterns of failure, research bug fixes and implement solutions)
- Escalate unresolved incidents/problems and engage in a practice of following up to ensure resolution (assume ownership of issue through to completion, even when others must be engaged to arrive at resolution)
- Document required repairs and maintenance within ticketing system.
- Create or update process documentation/instructions/manuals/guides
- Be mindful of opportunities for improvement and contribute to over all greater security awareness
- Perform daily, weekly or monthly recurring tasks (backups, video monitoring, security patches, anti-virus, IDS, PCI scans)
- Ensure PCI compliance is adhered to at all times
Ensure technology is accessible and equipped with current hardware and software
- Troubleshoot all reported incidents relating to hardware, software, or operating system issues
- Develop and maintain expertise in all hardware and software within environment
- Install and configure desktop workstations (Windows XP, Windows 7)
- Deploy and troubleshoot desktop telephone sets (Nortel Meridian and Avaya)
- Manage, maintain and respond to requests for network access
- Connect and set up hardware
- Load all required software
- Provide network accounts and passwords as required
- Enforce IT policies through training and education of staff
- Maintain current and accurate inventory of technology hardware, software and resources
Other Desktop Break/Fix Work
- Others duties as may be assigned from time to time


IT Certification or ability to demonstrate relevant experience (2+ years)
- Must be able to provide thorough and accurate documentation of work completed (ticketing system).
- Must work well in team environments while possessing the ability to work independently when required
- Demonstrate strong analytical and problem solving skills, understanding when to seek input/counsel/advice
- Strong communications skills (verbal and written)
- Stress management skills, must have proven history of working in highly dynamic environments
- Decision making skills
- Time management skills

Nice to have - Previous lottery experience (or non-profit fundraising)

Technical Knowledge Required:
The incumbent must have demonstrable proficiency/knowledge in the following areas:
- Desktop and Networking Hardware
- Software systems and programs
- Computer networks, network administration and network installation
- Computer troubleshooting
- Computer viruses and security
- E-mail and internet programs


- Highly articulate, must be able to relate technical concepts to non-technical people (and vice versa)
- Able to demonstrate strong understanding of technological landscape
- Ability to install and administer computer
- Hardware, software and networks

Personal Attributes:

The incumbent must demonstrate the following personal attributes:
- Be honest and trustworthy
- Be respectful
- Be flexible
- Demonstrate sound work ethics
- Excellent problem solving, team working and interpersonal skills.
- Possess cultural awareness and sensitivity
- You need to be logical in your work, follow best-practises and document what you do
- Interested in continual development/improvement
- Able to work as part of a team