IT Service Desk - NOT REMOTE

Tirecraft Ontario, Ingersoll, ON
Tirecraft Ontario is a proudly Canadian owned and operated expert in tires and automotive services. This position is located out of our Support Centre in Ingersoll, ON. We are presently seeking an individual to assist in everyday problem solving situations while offering strong internal customer communications across our multi-locations network in Ontario.
What we are looking for:

IT Service Desk Tier 1 – Someone who provides quality customer service and strong communication skills with the end user in mind. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, or via e-mail using IT ticketing system.

Benefits:

• Benefits Package including Health and Dental coverage + more
• Employee Assistance Program (EAP)
• Employee Purchase Program (deals deals deals!)
• Birthday off with pay
• Endless paid training
• Ministry Certification(s) available
• Future ownership opportunities; Employee Stock Ownership Plan

Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, e-mail, or in person.
• Diagnose, research, and resolve tier 1 technical hardware and software issues.
• Effectively advise and assist customers on appropriate action.
• Provide accurate information on IT products and services.
• Gather all information for escalation to Tier 2 or Tier 3 support
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• Work with internal stakeholders to ensure accurate and effective training content.
• Create documentation for both all Team Members (IT and non-IT).
• Open/Close ticketing system and communicate to required personnel.
• Monitor and respond to server notifications.

Qualifications:

• Passion for technology
• Can think quickly on your feet
• Ability to multi-task and manage time efficiently
• Ability to work both independently and as part of a team
• Good problem-solving skills
• Exceptional customer service skills
• Remote/in person troubleshooting
• Windows 10 & 11, Android
• Account unlocks/Reset (AD, M365, other systems)
• Basic M365 issues
• VPN and remote access

Interested applicants should submit their resume via this ad. We appreciate all interested applicants, however, only those selected for an interview will be contacted.
We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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