Junior Help Desk Technician
Challenger - Cambridge, ON

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Challenger is looking for a qualified Junior Help Desk Technician for a full time position in our Information Technology Department.

Job Description:
Reporting to the Network Service Team Leader, the Junior Help Desk Technician is responsible for the supporting the organization's Information Systems and technologies.

Primary duties and responsibilities:

  • Deliver timely 1st level helpdesk assistance to clients providing courteous, professional and quality service to clients.
  • Strive to resolve problems and answer questions in a timely, methodical and accurate manner on the first call
  • Validate and dispatch tickets to support team according to problem type and team member’s expertise
  • Work with 2nd level technical support to ensure unresolved problems are handled in an expedient manner, problem trends are identified, and root causes eliminated.
  • Prioritize tickets in relation to the existing workload.
  • Identify and propose resolutions for repetitive issues and create knowledge base articles for end user documentation
  • Document progress of helpdesk ticket and perform follow up analysis with client to ensure the issue was resolved
  • Provide hardware and software support for Windows based PCs, printers and other related hardware.
  • Complete daily scheduled tasks including cycling in backup tapes
  • Assist with PC replacements & other desktop hardware/software changes.
  • Install and upgrade desktop software as requested
  • Ensure asset database is maintained and is current.
  • Setup new users in active directory and ensure user has the correct group membership.


  • Must possess a college diploma or higher in Information Systems
  • Excellent troubleshooting and problem solving skills
  • Ability to effectively perform troubleshooting over the phone
  • Demonstrate excellent organizational & customer service skills
  • Possess the ability to work independently and accurately with attention to detail
  • Ability to work on multiple tasks at one time
  • Some local travel required


  • Monday to Friday, regular business hours
  • Participate in 24x7 on-call rotation

About this company
Teen Challenge International, headquartered in Springfield, Mo., was founded by David Wilkerson in Brooklyn, NY, in 1958. There are now 150...