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IT Service Desk Support Specialist

City of Markham
Markham, CAN
Full Time
Entry
Hybrid
1 weeks ago
Active DirectoryMicrosoft 365Windows 10Windows 11Remote SupportService Desk Ticketing System
Free

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Job Summary

  • The IT Service Desk Support Specialist is accountable for the ongoing operation, administration and support of corporate computer systems, peripherals and mobile smartphones for all City and Library staff.
  • Act as the first point of contact and provides first level of IT support to clients via telephone, email and chat remotely for hardware, software and mobile smartphones.
  • Responsible for the identity and access management of solution accounts and network security access.

Key Duties and Responsibilities

  • Performs first level enterprise wide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
  • Provides effective client support for all City staff and first call resolution, where possible, via phone and email.
  • Logs, tracks and resolves incidents and service requests, and monitors trends of incidents for reporting to management.
  • Administers enterprise wide USB security with cybersecurity platform and disables user accounts or hardware that have been compromised.
  • Troubleshoots and administers VPN (software and tokens) on computers and mobile devices for remote and/or hybrid work.
  • Performs enterprise wide account administration for password resets and email accounts (Active directory, M365 exchange administrator and other business applications).
  • Monitors and troubleshoots all end user computing technologies including desktops, laptops, docks, monitors, printers, LAN, phones, mobile devices, operating systems, and software.
  • Participates in corporate or divisional technical project teams to determine requirements, research, evaluate, design, implement, and provide operational and technical support.
  • Monitors acquisition request to make sure they comply with ITS policy.
  • ADP account management, troubleshoots access, account issues, password resets and escalations.
  • Troubleshoots advanced printer issues by logging onto the print server administrator.
  • Performs advanced user control by using M365 manager plus Client to manage Azure active directory to manage MFA and Revoke Azure AD user tokens.

Qualifications

  • College Diploma or Trade Certification in Computer Science, Database Administration, networking or related discipline.
  • 1 year experience in a multi platform system operation, troubleshooting and problem solving process.
  • Microsoft Certifications are considered assets (i.e. Microsoft Certified Systems Engineer, MCSE).
  • ITIL Foundations Certificate is considered an asset.
  • Extensive experience with Windows 10 and Windows 11, Remote Support utilities, Service Desk Ticketing System, ITIL/ITSM, Forticlient ID Administration, Active Directory, Microsoft Teams, Cyber Security incidents.
  • Experience with MS Office 365 (Word, Excel, PowerPoint, OneNote, OneDrive, etc.).
  • Extensive Knowledge of M365 outlook exchange.
  • Excellent understanding of PC technologies, Windows operating system, network hubs and/or switches, print servers, internet and inter network security, virus protection technologies, data and voice cabling.
  • Working knowledge of UNIX, LAN/WAN systems administration is essential.
  • Excellent customer service skills and experience handling clients in difficult situations.
  • Ability to communicate with computer users in both business and technical terms.
  • Strong conceptual and analytical skills.

Working Conditions

  • Work is performed primarily in an office environment.
  • Occasional evening or weekend work may be required to support operational needs.

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