Manage incoming requests from end users in a quick, friendly manner and log them into a helpdesk ticketing system.
Diagnose and troubleshoot hardware, software and network issues from end user reported cases.
Add and expand on documentation in an internal knowledgebase system.
Develop internal training materials for end users.
Assist in internal processes for imaging, managing, and deploying hardware.
Assist with IT onboarding and offboarding of employees.
User administration across on-premises and cloud-based systems.
Work closely with the Systems Administrator and IT management on large infrastructure projects
Help manage anti-virus, MDM/MAM, and device encryption.
Complete projects and other responsibilities as assigned.

Relevant degree or diploma in an Information Systems or Information Technology field
2-4 years of experience providing helpdesk support.
Knowledge of Microsoft operating systems, and Office suite of applications (O365/M365).
An understanding of basic LAN/WAN, Active Directory, DHCP, DNS and other Windows protocols
Must be able to drive to remote offices for on-site support as needed.
Experience in deployment and imaging technologies
Candidates with the following experience will be given priority consideration:
PowerShell or Power Automate
SharePoint Management
AutoCAD usage/configuration (Autodesk)
Familiarity with ITIL
Relevant Certifications

Senior Helpdesk Technician

Key skills