Help Desk Technician

Department: Service
Reports to: Help Desk Lead
Location: Stoney Creek, ON
Type: Full-Time

About the Role:

We’re looking for a motivated Help Desk Technician to support end users across multiple client environments in a fast-paced Managed Service Provider (MSP). You will troubleshoot desktop issues, assist with Microsoft 365, and deliver excellent customer service. This role is ideal for someone early in their IT career who is eager to learn, enjoys problem solving, and wants hands-on experience with a wide range of technologies.

Key Responsibilities:

  • Provide remote support for Windows operating systems, Microsoft 365 applications, and common business applications.
  • Troubleshoot desktop, laptop, printer, and peripheral issues.
  • Support basic network connectivity issues, including LAN/WAN, firewalls, routers, and wireless access points.
  • Assist with remote access solutions such as VPN and Remote Desktop Services.
  • Configure and troubleshoot Microsoft 365 email services, including Outlook, Exchange Online, and mobile mail clients.
  • Install, configure, and customize Microsoft Office applications based on user needs.
  • Troubleshoot failed patch installations.
  • Follow the established daily schedule in ConnectWise PSA.
  • Create and update service tickets with accurate, detailed information.
  • Communicate with customers throughout the lifecycle of their service request, providing updates, timelines, and notifications of planned changes or outages.
  • Work closely with the Service Desk Dispatcher to ensure tickets are properly prioritized and routed.
  • Escalate issues to senior technicians when necessary.
  • Stay current with emerging technologies by reviewing industry publications and resources.

Required Knowledge, Skills & Abilities:

  • Solid understanding of Windows operating systems, common business applications, printing systems, and basic networking.
  • Working knowledge of TCP/IP troubleshooting and internet connectivity issues.
  • Familiarity with Remote Desktop Services and VPN technologies.
  • Understanding of how switches, patch panels, and network nodes interconnect.
  • Working knowledge of wireless technologies.
  • Strong communication, active listening, and customer service skills.
  • Ability to diagnose technical issues efficiently.
  • Able to multitask and adapt quickly in a dynamic environment.
  • Accurate typing and documentation abilities.
  • Self-motivated and comfortable working in a fast-paced MSP environment.

Education & Experience:

  • College diploma in IT Infrastructure, Networking, or related field.
  • Industry certifications (CompTIA A+, Network+, etc.) are an asset but not required.
  • Eager to grow, learn, and develop professionally.
  • Willing and able to take direction and collaborate with senior technicians.

What We Offer:

  • Opportunities for training, mentorship, and certification support.
  • Clear growth path toward systems-level roles.
  • Exposure to diverse technologies across multiple client environments.
  • A collaborative and learning-focused team atmosphere.
  • Base pay with bonuses.

Pay: Base pay with bonuses