Information Technology Help Desk Technician

Job summary

Respond to help desk tickets and provide first-line support by diagnosing and resolving hardware, software, printer, connectivity, and application issues. Document support activities, escalate complex problems, and help improve procedures to maintain reliable and secure client IT operations.

Job details

Company Description Attitude IT is a technology services provider that has supported businesses across Ontario since 2003, with a strong focus on security-conscious professional organizations. The company helps Ontario businesses keep their IT systems running smoothly, minimizing disruptions that can impact overall operations. Attitude IT specializes in high-quality technical support, guiding clients to meet cybersecurity standards and data compliance requirements. Team members work closely with customers to realign their IT environments, ensuring stable, secure, and efficient technology performance. Role Description The Information Technology Help Desk Technician is a full-time, remote role responsible for providing first-line technical support to Attitude IT clients. Day-to-day tasks include responding to help desk tickets, diagnosing and resolving hardware and software issues, and supporting desktop computers, printers, and peripheral devices. The technician will assist users with connectivity problems, application errors, and basic cybersecurity-related questions, escalating complex issues when needed. The role also involves documenting solutions, maintaining accurate records of support activities, and contributing to continuous improvement of help desk procedures to ensure reliable, secure IT operations for clients. Qualifications Strong Technical Support and Help Desk Support skills, including experience with ticketing systems and remote assistance tools. Hands-on experience with Desktop Computers, operating systems (e.g., Windows, macOS), and common business applications. Proficient Troubleshooting abilities for hardware, software, and network connectivity issues. Printer Support skills, including installation, configuration, and resolving print-related problems. Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN) and cybersecurity best practices. Clear, professional communication skills and a customer-focused approach to service. Ability to work independently in a remote environment, manage priorities, and meet response-time expectations. Relevant certification such as CompTIA A+, Network+, or equivalent experience is an asset. Must have prior experience with a managed service provider in Ontario. This is not an entry level position, pay structure is reflected to industry standards.

What you’ll do

Respond to help desk tickets and provide first-line support by diagnosing and resolving hardware, software, printer, connectivity, and application issues. Document support activities, escalate complex problems, and help improve procedures to maintain reliable and secure client IT operations.

Requirements

Candidates need hands-on help desk experience, proficiency troubleshooting desktop, printer, software, and network issues, and familiarity with ticketing and remote assistance tools. Clear customer-focused communication, the ability to work independently remotely, and prior experience with an Ontario managed service provider are required; relevant certifications or equivalent experience are an asset.

Listed skills

• DHCP · Preferred
• DNS · Preferred
• Windows · Preferred
• TCP/IP · Preferred
• VPN · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Help Desk Support
• Ticketing Systems
• Remote Assistance Tools
• Desktop Computer Support
• Windows
• macOS
• Hardware Troubleshooting
• Software Troubleshooting
• Network Connectivity Troubleshooting
• Printer Support
• TCP/IP
• DNS
• DHCP
• VPN
• Cybersecurity Best Practices

Job areas

• Technology
• Customer Service & Support
• Security & Safety