IT Helpdesk Technician

Job Description

Prevalent is seeking an IT Helpdesk Technician to provide assistance to our internal customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Responsibilities

Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Build and maintain a relationship of trust with users

Requirements and Skills

Proven work experience as a Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (e.g., Zendesk)
Familiarity with Microsoft 365 Suite (Office apps, Teams)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Experience with Cloud Service Providers is a plus, preferably AWS

You must be eligible to work in Canada to qualify for this role.

Personal Information

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