Help Desk Technician

Job summary

Respond to employee IT support requests and troubleshoot hardware, software, connectivity, account, and printing issues through remote and on-site assistance. Deploy and maintain computers, mobile devices, peripherals, and business applications while providing timely, customer-focused support.

Job details

As Canada's fastest-growing insurance and financial technology company, our culture embodies innovation and entrepreneurship. We're looking to grow our team with people who share our energy and enthusiasm about helping Canadians make better money decisions. Develop Your Career with a Growing Organization with an Open Concept, Enthusiastic Atmosphere. We are looking for a self-motivated Help Desk Technician to join our team. This entry-level position should appeal to candidates who like working and learning with a team of technology enthusiasts and who prefer an informal environment of a successful digital company. The Help Desk Technician serves as the first point of contact for employees experiencing technology-related issues. This role provides technical support for hardware, software, mobile devices, printers, networking, and user accounts, ensuring timely resolution of incidents and service requests while delivering excellent customer service. The successful candidate will play a key role in ensuring our users have everything they need from a technology standpoint to work efficiently and effectively. Key Responsibilities Respond to IT support requests via phone, email, chat, and ticketing systems. Troubleshoot and resolve hardware, software, and connectivity issues. Provide remote and on-site technical assistance to end users. Install, configure, deploy, and support desktops, laptops, printers, mobile devices, and peripherals. This includes both Windows and Apple devices. Assist with Microsoft 365 applications, Windows, macOS, and other business software. Printing systems management and supporting the digital printing ecosystem. Corporate phone deployment and mobile device management Perform IT maintenance operations as required. Perform other duties and responsibilities as assigned or required by management. Technical Skills – Required Windows, Apple IOS and MacOS troubleshooting skills Management and troubleshooting of common software (Office 365, Adobe, etc.) Microsoft Teams, OneDrive, Outlook experience Microsoft Intune device management An understanding of the basic TCP/IP networking concepts Desktop and laptop hardware troubleshooting and repair skills Windows 11 (and in future any new Windows Operating Systems) Administration Microsoft 365 (and in future any new Office suite) Administration. Basic knowledge of networking, telecom and web application technologies Good, solid basic understanding of the concepts for Information Security, Data Security and Cybersecurity Nice to have: Experience with Azure and Intune SharePoint experience Technically proficient with system imaging, recovery and backup software Soft Skills Strong customer service orientation Excellent verbal and written communication skills Strong organizational and documentation skills Ability to prioritize competing requests Critical thinking and problem-solving capabilities Reliability with the ability to work independently and collaboratively in a hybrid environment Adaptability and willingness to learn new tools and applications Preferred Certifications CompTIA A+ CompTIA Network+ Microsoft Certified: Modern Desktop Administrator Associate Microsoft 365 Fundamentals (MS-900) ITIL Foundation Certification Physical Requirements Ability to lift and move IT equipment up to 50 lbs (23 kg). Ability to travel occasionally between office locations as required (Welland and Toronto) If you are looking for the opportunity for your career to take off, you’ve come to the right place! Rates.ca Group Ltd. is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates and we will accommodate people with disabilities throughout the recruitment and selection process. Applicants are encouraged to make their needs known in advance if accommodation is required. We thank all applicants for their interest in a career with Rates.ca Group Ltd. Due to the volume of applications we receive, we may be unable to reply to all applicants. Only those candidates being considered are being contacted.

What you’ll do

Respond to employee IT support requests and troubleshoot hardware, software, connectivity, account, and printing issues through remote and on-site assistance. Deploy and maintain computers, mobile devices, peripherals, and business applications while providing timely, customer-focused support.

Requirements

Candidates should have foundational troubleshooting skills across Windows, Apple devices, Microsoft 365, Intune, desktop hardware, and basic networking, along with an understanding of information and cybersecurity. Strong communication, customer service, organization, prioritization, problem-solving, reliability, and willingness to learn are expected; listed certifications are preferred.

Listed skills

• Customer service · Preferred
• Microsoft Teams · Preferred
• Documentation · Preferred
• OneDrive · Preferred
• Technical Support · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Windows Troubleshooting
• Apple iOS and macOS Troubleshooting
• Microsoft 365 Administration
• Microsoft Teams
• OneDrive
• Outlook
• Microsoft Intune
• TCP/IP Networking
• Hardware Troubleshooting and Repair
• Adobe Software
• Mobile Device Management
• System Imaging and Recovery
• Information Security
• Customer Service
• Technical Support
• Documentation

Job areas

• Technology
• Customer Service & Support
• Security & Safety
• Finance & Accounting