Help Desk Technician – Level 1

• Serve as the first point of contact for IMT-related issues via phone, email, chat, or in-person support.
• Provide courteous, patient, and professional assistance to users with varying technical skill levels.
• Actively listen to user concerns and gather relevant information to diagnose issues.
• Explain technical solutions in clear, non-technical language.
• Maintain a positive and professional demeanor, including during high-demand periods.

• Create, update, and close support tickets in the IMT service management system with accurate and complete information.
• Categorize and prioritize tickets based on documented procedures and service level targets.
• Document troubleshooting steps and resolutions for knowledge sharing and audit purposes.
• Escalate unresolved or complex issues to Level 2 or specialized teams following defined escalation paths.
• Follow up with users to confirm resolution and satisfaction.

• Troubleshoot common end-user hardware issues (desktops, laptops, monitors, keyboards, mice, printers).
• Resolve basic software issues, including application errors and installation problems.
• Assist with Windows 10/11 operating system issues and basic configuration.
• Troubleshoot basic wired and wireless network connectivity issues.
• Support mobile devices for email and approved corporate applications.
• Use approved remote support tools to diagnose and resolve issues.

• Assist users with Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive.
• Troubleshoot email access and basic configuration issues.
• Support Microsoft Teams meetings, screen sharing, and collaboration features.
• Assist with OneDrive file synchronization and SharePoint access issues.
• Guide users through multi-factor authentication (MFA) setup using documented procedures.

• Reset passwords and unlock user accounts following established identity verification and security procedures.
• Assist with account provisioning and de-provisioning under the direction of senior IT staff.
• Manage access to shared folders, printers, and network resources as authorized.
• Assist users with VPN and remote access connectivity issues.
• Verify user identity before performing any account-related actions.

• Prepare and configure desktop and laptop computers for new and existing employees.
• Install approved software using standard images and deployment tools.
• Set up printers, scanners, and peripheral devices.
• Perform basic hardware replacements (e.g., keyboard, mouse, approved components).
• Maintain IT asset records and update inventory systems.
• Assist with workstation imaging and deployment following documented procedures.

• Provide basic guidance to users on standard applications, IT policies, and security best practices.
• Create and update knowledge base articles for common issues.
• Promote self-service tools and resources where available.
• Share lessons learned with team members to improve service quality.

• Support onboarding and offboarding activities under established processes.
• Assist with IT equipment moves, adds, and changes.
• Observe and report endpoint security alerts or system notifications to senior IMT or security staff; no independent security decision-making.
• Assist with scheduled and supervised maintenance tasks as directed.
• Participate in IT initiatives and improvement projects as assigned.

• Post-secondary education in Information Technology or a related field.
• CompTIA A+ certification is an asset or willingness to obtain within the first 6 months.
• Interest in pursuing additional certifications (e.g., Network+, Microsoft 365, ITIL Foundation).

• 0–2 years of experience in a help desk, service desk, or technical support role (entry-level candidates welcome).
• Working knowledge of Windows 10/11.
• Familiarity with Microsoft 365 applications.
• Basic understanding of computer hardware and peripherals.
• Basic networking concepts (Wi-Fi, connectivity, DNS fundamentals).
• Familiarity with ticketing systems and service desk processes.
• Exposure to Active Directory user support (password resets, account unlocks).

• Strong customer service mindset with patience and empathy.
• Clear verbal and written communication skills.
• Strong organizational and time management abilities.
• Willingness to learn and follow documented processes.
• Ability to work independently and as part of a team.
• Professional demeanor and respect for confidentiality.

• On-site role within an office or manufacturing support environment.
• Standard business hours with occasional extended hours during planned activities.
• Ability to lift and move IT equipment (up to 50 lbs).
• Regular movement throughout facilities to provide on-site support.
• Combination of desk-based and hands-on technical work.

• Quality and accuracy of ticket documentation
• Adherence to procedures and escalation protocols
• Customer satisfaction feedback
• Responsiveness and reliability (after onboarding period)
• Demonstrated learning and skill progression

• Progression to Help Desk Technician – Level 2
• Exposure to infrastructure, cloud, and security disciplines
• Training and certification support
• Mentorship from senior IMT staff

• Competitive entry-level compensation
• Comprehensive benefits package
• Paid training and certification opportunities
• Mentorship and structured onboarding
• Clear career progression
• Supportive team environment within a growing organization

Thank you for applying