Helpdesk Tier 1 Technician

Job Overview:

As a Helpdesk Tier 1 Technician, you’ll be responsible for support to execute the information technology operations for FirstService Residential in order to support our employees and business units as they provide service to our clients. This is a great opportunity for someone who is looking to advance their career and grow with a stable and expanding company.

Your Responsibilities:

Provides user IT help desk support on all software and hardware used within the company. Responds to help desk calls in a timely and effective manner.
Maintains a high level of customer service in responding to IT help desk calls.
Responsible for maintaining, supporting, troubleshooting, and installation of all server, desktop, and networking systems.
Monitor and respond to all network security and virus threats.
Working with other technical teams in order to come up with value based solutions to end-user issues
Handling in office walk up issues with various tech issues within the main office (when you are in the office)
Works together with IT leadership on strategies to effect and implement new company procedures, policy changes, etc.
Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

Skills & Qualifications:

Bachelor’s or 1 to 2 years of IT support experience.
Preferred but not required: Computer Science degree or technical certification (MCSA, MCP, ITIL, MOS, MCSE etc.)
Strong customer service skills.
Experience in both ME Service Desk Plus and Desktop Central applications.
Must be proficient in the use of Microsoft applications (Word, Excel, PowerPoint, Access, and Outlook). MOS Certification Preferred.
Organization and prioritization skills.
Strong Time Management.
Strong problem-solving skills.
Proficient in troubleshooting applications
Knowledgeable in the company’s products and protocols of the company’s existing infrastructure, including Windows 10, 11 and, Ethernet networking, Microsoft office automation suite, VPN (SonicWALL), Exchange e-mail server, and Internet Information Server (IIS), and TCP/IP.
Strong research skills.
Strong communication skills.
Capable of working without day-to-day direction from supervisor but knows when to solicit input.
Communicates well in non-technical terms to users
Ability to train, educate, and problem-solve with staff.

Physical Requirements:

Hours over and above normal office hours will occur, including evenings, holidays, and some weekends.
Schedule is subject to change based on business needs.
Able to work (8am-5pm)
Be on the phone 90% of the time.

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match.

Compensation:

$18 – $21 / hour

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