Help Desk Support jobs in Mississauga, ON

• Service Desk Analyst
• 12 months contract
• Onsite, Brampton
• Willing to work on a rotating shift for 8 hrs. between the hours of 5 AM-12AM
• $30-$36 per hr.

Job Summary

Responsibilities

• Responds to all reports of technology incidents, service requests, and how-to inquiries via phone, email, walk-in, IM, and the IT Self Service Portal in a prompt, efficient, professional and courteous manner.
• Records, tracks, and updates all incidents, service requests (catalog items), and how-to inquiries and coordinates with vendors to create tickets via phone, email, or web, ensuring adherence to incident and request management procedures.
• Provide first-level support for client hardware, virtual machines, software, multi-factor authentication tools, USB encrypted keys, mobile devices (e.g., smartphones, tablets), & VDI infrastructure and escalate complex issues, serving as a liaison between different support levels.
• Provides follow-ups and status updates to members and internal ITS personnel on incidents, service requests, and escalated issues.
• Monitors system performance, reports and records outages or service degradations, and initiates major incident and problem tickets as needed.
• Keeps members informed about new procedures, maintenance windows, IT advisories, and other important updates to ensure smooth operations.
• Manages onboarding and offboarding processes by creating, modifying, and deactivating user accounts, permissions, and access across various internal and external systems.
• Maintains and administers email accounts, calendars, shared mailboxes, and distribution groups to ensure seamless communication and access control.
• Creates, updates, and formats Service Desk documentation in the Knowledge Base.
• Analyzes Service Desk processes to identify and recommend improvements for service efficiency.
• Analyzes, releases or escalates suspicious emails to ensure compliance with cybersecurity protocols.
• Performs additional duties as assigned.

Qualifications

Education / Knowledge

• A Community College Diploma in a computer-related discipline or equivalent, or an equivalent combination of education and experience. ITIL Foundation and above certifications an asset.

Experience

• A minimum of two (2) years related experience required.
• Demonstrated knowledge of current desktop operating systems such as Windows, Mac, OS, iOS, iPadOS.
• Demonstrated knowledge of supporting virtual infrastructure such as VMware.
• Demonstrated knowledge of supporting on-premises and cloud-based Azure AD.
• Demonstrated knowledge of supporting MDM platforms such as Workspace One.
• Demonstrated knowledge of supporting two-factor authentication and identity providers.
• Demonstrated knowledge in supporting clients using remote tools.
• Demonstrated knowledge in managing key processes in an IT organization, e.g. Service Delivery, Users Management, Change, Incident and Problem Management, and IT Infrastructure Library (ITIL).
• Demonstrated written communication skills.
• Demonstrated analytical, research and problem-solving skills.
• Demonstrated ability to extract relevant information from customers.
• Effective oral communication and interpersonal skills.
• Excellent customer service skills.

Job Type: Fixed term contract

Pay: $30.00-$36.00 per hour

Work Location: In person