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IT Help Desk Support

IT Help Desk Support

Posted 3 months ago

The position of IT Help Desk Support provides user support/customer service on Company supported computer applications and platforms as well as troubleshoots problems and advises on the appropriate action.

Duties and Responsibilities:

  • Serve as primary point of contact for users regarding overall support, policies and procedures and as point of escalation in support issues
  • Provide level-one support for all users, where this initial troubleshooting should not exceed 5 minutes
  • Assign issues to appropriate IT Systems Support technicians
  • Track & manage all IT purchases, POs, orders, invoices, credit card statements & allocations
  • Generate weekly, monthly & occasionally reports as requested
  • Keep users updated on status of their issue
  • Follow up with assigned personnel to ensure timely resolution of problems
  • As the front line of support, attempt to resolve issues
  • Document and maintain solutions in appropriate support systems
  • Assist on projects or special initiatives as assigned
  • Follow up IT support team vacation and payroll tracking
  • Escalate recurring problems to Manager, IT Support, ensuring that all efforts at troubleshooting the issue have been made
  • With Manager, IT Support, develop procedures and policies to handle incoming and outgoing help desk issues
  • Ensure support coverage for hours of operation. On-call coverage may be required outside of business hours to respond to urgent and high priority service issues or outages
  • Assist in training new Help Desk team members on policies and operational procedures
  • Produce, analyze, and review progress reports for Help Desk
  • Proactively identify improvement opportunities and report to the Manager, IT Support to implement processes that enhance Help Desk operations


  • Post-secondary education in a related field or equivalent
  • Minimum 2 years’ experience in an information technology position, providing computer support
  • Strong understanding of Windows OS, Mac OSX, MS Office
  • Experience with Windows domain networking, local area networking, and remote access software, VPN and VM technology troubleshooting
  • Experience in end-user support, assisting and training
  • Technical writing skills
  • Proficient in Microsoft Office

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