Help Desk Specialist

Posted Feb 6th, 2019 in Career Opportunities With Reis

About Us

Reis Information Systems is a full service Managed and Professional Services Provider with offices in Kitchener, Ontario and Lisbon, Portugal. We provide a full stack of services to help our clients meet their business goals. By offloading day to day network administration and optimizing it, our clients can focus on their business success. We employ people who love IT and are fanatical at making things work better, focusing on security and streamlining operations. Everyone here pitches in, and a culture of teaching and mentoring is what we are. No prima donnas.

Responsibilities and Duties

  • Receive and respond to helpdesk tickets for end users requiring support quickly and accurately
  • IT support via telephone, email or remote control providing courteous, professional and quality service
  • Escalate unresolved issues to the relevant personnel, monitoring progress and providing follow-up with end user until resolution
  • Identify and propose resolutions for repetitive issues and create how-to-guides for end users
  • Diagnose software and hardware issues and send recommendations to users or contact vendors for support where required
  • Monitor and manage file space and backups
  • Coordinate end of lease hardware imaging, deployment, and asset tagging
  • Assist with PC replacements & other desktop hardware/software changes
  • Setup new users in active directory and ensure the user has the correct group membership
  • Create and update deployment packages and application deployments for various software
  • Research and implement alternatives and options that could improve daily operations
  • Complete tasks outside primary business hours when required
  • Shared after hours on-call support
  • Perform other duties as required

What You Need To Be Successful In This Role:

  • Post-secondary degree or diploma in Information Technology or related field
  • Minimum 1-2 years of relevant work experience in a Microsoft Windows/Office 365 & Networking environment
  • Prior work experience with Windows 10 Desktop, Windows Server and the Microsoft Office Suite
  • Commitment to customer satisfaction and customer focused mentality
  • Strong verbal and written communication skills, relationship building and interpersonal skills
  • Strong organizational skills and the ability to work on multiple tasks simultaneously
  • Creative and effective problem-solving ability
  • Comfortable working with a range of devices (desktops, laptops, smartphones, and tablets) for testing and/or deployment of applications
  • Detail and deadline oriented, with the ability to effectively prioritize and multi-task in a busy environment
  • Demonstrated ability to collaborate effectively and independently with individuals at various levels is required
  • Well-organized, enthusiastic, continuous improvement focus, professional and a positive team member
  • Local travel may be required (within 1 hour of Kitchener)
  • Cisco, Mac and VMWare experience is helpful
  • Windows, hardware, MS Office, and O365 knowledge and experience is a must

This description reflects the core activities of the role but is not intended to be all-inclusive, and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognize this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised by organizational needs. Any major changes will be discussed with the post holder.

Job Type: Full-time

Reporting to: Service Delivery Manager
The Helpdesk Technician is the first point of contact for any IT related issues and is responsible for providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Help Desk: 1 year (Preferred)

Secondary School (Preferred)

Drivers License G (Preferred)

English (Required)

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