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Job Title: Help Desk Support   Date Posted: 04/24/24 Ref. Number: 957 Type: Full Time Part Time Location: Stouffville Requirements: As a Help Desk Support you will be our client’s first point of contact for queries on technical issues. You will provide fast and beneficial technical assistance on our computer systems to our clients. You must be customer-oriented, flexible and patient in order to provide the best solution to our client’s technical issues. As a VoIP helpdesk technician, your responsibilities might include troubleshooting VoIP system issues, providing technical support to users experiencing VoIP problems, configuring and maintaining VoIP hardware and software, documenting and tracking support tickets, and assisting with VoIP system upgrades and installations. Additionally, you may need to train users on how to use VoIP systems effectively and securely. Education: University or College degree / diploma in computer science, information technology or related field. Experience: Customer services in IT industry: 1 year Knowledge, Skills and Abilities: Ability to navigate and solve issues with applications such as M365 and/or Adobe Reader. General understanding of troubleshooting networking in Windows operating environment. Understanding of remote access tools in order to interact with a client's computer such as Anydesk and Teamviewer. Knowledge of active directory management. Skilled in providing support for Outlook, Word and Excel. Experience in configuring network printers and scanning on Windows endpoint devices. General understanding of VPN setup and configuration on Windows devices. Knowledge of ticketing systems such as OTRS dashboard to track client questions, client needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Excellent organizational, interpersonal and communication skills. Strong critical thinking, analytical, and problem solving skills. Description: This position requires a solid understanding of IT support procedures. You thrive under a fast-paced environment, are productive and work well under pressure. You are well organized, innovative and pay strong attention to detail in order to ensure thoroughness in completing tasks. You communicate well with team members and possess strong multitasking skills. When necessary, you are able to assess the performance of yourself to make improvements or take corrective action. As a VoIP helpdesk technician, your responsibilities include troubleshooting VoIP system issues, providing technical support to users experiencing VoIP problems, configuring and maintaining VoIP hardware and software, Documenting Voip Systems and tracking support tickets Assisting with VoIP system upgrades and installations. Dial plan changes and configurations Train users on how to use VoIP systems effectively and securely. Manage life cycle of clients support renewals. Provide technical assistance to our clients via the phone or emails. Desktop and/or laptop set up and provisioning. Tickets VPN configuration, testing and troubleshooting. Walk clients through the problem solving process. Perform remote troubleshooting through diagnostic techniques. Provide accurate information on IT products and/or services. Record events, problems, and their resolution in logs. Follow-up and update customer status and information. Identify and suggest possible improvements on procedures. Diagnose and resolve minor network issues. Prioritize work orders/help desk tickets according to severity. Hours per week: Monday-Friday 9am-5pm (32-40hr) Rate of Pay: $18.00-$25.00 per hour Contact: Jessenia Feijo Telephone: Fax: Email: jfeijo@jobskills.org