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About the Role

Perform maintenance, software installation, and end-user support and training tasks to ensure workstations and network performance meet company and user needs. Manage the ticket queue and support staff on all company-supported applications. Troubleshoot computer problems and recommend appropriate solutions.

Responsibilities

• Serve as the first point of contact for users seeking assistance over the phone or via ticketing system.
• Monitor ticket queue and quickly triage requests for front line resolution or assignment to other resources.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Investigate user problems and determine the best solution based on details from the user.
• Educate users on best practices related to computer and application usage.
• Record problems, requests, and resolution activities within ticket logs.
• Provide follow-up to ensure user requests are resolved.
• Onboard new employees with required equipment for job function and provide helpful information in regard to access and usage of systems.
• Administer end-user workstations and support end-user activities.
• Install, configure and maintain company laptops, printers, and other related equipment, devices and systems.
• Provide excellent customer service.
• Identify, suggest, and implement improvements for our users and internal processes.
• Perform and/or oversee software and application installation and upgrades.
• Troubleshoot networks, systems and applications to identify and implement resolution.
• Setup & configure AV equipment, TV's, security cameras, and office & conference room hardware.
• Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

Requirements

• Undergraduate degree in Information Systems, Technology, or similar
• Minimum of 3 years of IT Help Desk experience
• Experience with Office 365 Administration
• Experience with Jira Service Desk and Confluence or similar ticketing and knowledgebase platforms
• Windows 11 & MAC Operating System support
• Experience with Okta or similar IDP/SSO platforms
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain personal computers, networks and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures and techniques.
• Ability to identify and resolve basic computer system malfunctions and operations problems.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to reach with hands and arms.
• Occasionally lift and/or move up to 50 pounds.

Skills

• Office 365 Administration
• Jira Service Desk
• Confluence
• Windows 11
• MAC Operating System
• Okta
• IDP/SSO platforms
• Technical communication
• Computer and network security
• System troubleshooting
• Prioritization
• Verbal communication
• Written communication
• System support

Location

• Toronto, ON

Work Type

• Hybrid
• Full-time

Experience Level

• 3 years of IT Help Desk experience

Education Level

• Undergraduate degree in Information Systems, Technology, or similar

Salary/Compensations

• $24.00 to $30.00 per hour

Benefits

• Bonus incentives
• Company paid benefits
• Retirement matching
• Support for training & continuing education

About the Company

• Dominion Voting Systems is a technology company that develops and supports election systems for government customers in Canada, the United States, and abroad.
• We have set ourselves apart with a commitment to customer service, transparency, and innovative technology.
• We are committed to providing a positive, casual, and flexible work environment focused on teamwork, innovation, and promoting from within.

Equal Opportunity

• Artificial intelligence will not be used during portions of the recruitment and selection process, including application screening, assessment, or candidate evaluation.
• We are committed to providing accommodations throughout the recruitment process in accordance with applicable human rights and accessibility legislation. Applicants requiring accommodation are encouraged to notify Human Resources.
• Dominion Voting Systems is an Equal Opportunity Employer.