Service Desk Support

Information Technology
Toronto, Ontario
Job ID:
Vera Tarutayeva

Service Desk Support
Reports To: Infrastructure Manager, IT
Location: Toronto

Position Overview  

The service desk support role provides an opportunity for those who wish to test themselves in a variety of IT scenarios. Typical examples will include configuring and troubleshooting hardware, network, work stations, and end user applications. Many of these scenarios require end user interactions both onsite and remotely so strong communication skills are a requirement. As a senior team member the candidate will need to triage tickets, assess escalation requirements, and detect and act upon wide spread issues. Aside from daily support tasks this role maybe required to assist in longer term IT projects.

Key Responsibilities

  • Deployment of new workstations
  • Upgrades to existing workstations
  • Mobile device management
  • User account management
  • Troubleshooting for local and remote users for a variety of applications. Examples include:
    • Windows 7 and Windows 10 common functions o Microsoft Office o Antivirus and DLP
    • Web Applications using both Chrome and IE o Printing
  • Basic network troubleshooting
  • Backup verification


  • A College/University program in computer science, engineering, or related.
  • 3 years of experience as a Senior Service Desk Support analyst
  • Experience with a formal ticketing system
  • Experience with escalation procedures
  • Knowledge of Windows Active Directory and NTFS
  • Knowledge of Firewalls and ACL
  • Basic understanding of TCP/IP (or OSI model) and VLAN
  • Basic understanding of Web Applications

Key Competencies: 

  • Strong verbal and written communication skills, including the ability to communicate and interact effectively with your peers;
  • Strong customer service focus, with a demonstrated ability to listen and understand, and to establish and maintain effective relationships with users;
  • Analytical and problem-solving skills
  • Initiative and creativity to develop new approaches or solutions;
  • Ability to work independently and take accountability for the quality of work;
  • Effectively work as part of team;
  • Ability to plan and manage time effectively, multi-task, prioritize and meet deadlines in a fastpaced, time-sensitive environment;
  • Ability and commitment to acquire new skills and improve knowledge and competencies.

Other Requirements:

  • Ability to lift and move desktops and monitors
  • Some overtime might be required

Nice to Have:

  • A+ Certification
  • Network +
  • MCP