Help Desk - SharePoint - ON SITE

Our client is looking for an immediate need for a Help Desk resource for a 4 month term with high chance for extension. This will be a primarily ON SITE role in the Toronto office.

Team size: 3
Reporting to: Director or Member Services
Project: Sharepoint Implementation

The Help Desk Technician will be actively involved in troubleshooting problems and supporting end users and IT team on resolution actions.

• Respond to requests for technical assistance in person, via phone, chat, or email, following standard help desk procedures.
• Plan, prioritize, diagnose, and resolve technical hardware, software, and network issues.
• Provide one-on-one support to all Institute employees with their hardware/software related questions and problems
• Provide remote computer support for end users as requested.
• Provide support of technical hardware including, but not limited to, computers, mobile devices, phones, printers, and photocopiers as necessary.
• Deploy and configure desktops and laptops with associated hardware and peripherals.
• Setup users on terminal.
• Assist with managing AD, M365 and Local user accounts and their access control based on company policies.
• Assist with phone system administration and maintenance.
• Setup VPN clients on end-user devices
• Software installation/troubleshooting (Windows, MS Office, Adobe, Visio, Remote Desktop setup, etc.)
• Follow up with customers and users to ensure the complete resolution of issues.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Provide setup for Audio/Video conferencing and webinar through MS Team, Zoom.
• Enforces enterprise information security and privacy policies and procedures.
• Records and tracks assignment/re-assignment of all IT Asset inventory, including laptops, mobile devices, monitors, desk risers, etc.
• Supports the onboarding process by provisioning new hires with hardware and software and orientation to the new user.
• Participate in various IT projects.

Must haves: 

• M365 (OneDrive, SharePoint, Word, Excel, Teams)
• Hybrid Environment: Microsoft Azure and Windows Server Active Directory
• Phone System (Avaya Cloud preferred)

Skills: 

• Excellent working knowledge of end-user relevant hardware (workstation, laptop, Terminal Server), software (OS and Office suite), and other equipment (printer, Phone system).
• Experience with Windows, Azure and O365, Hyper-V
• Experience in the use of standard business applications: Windows, MS Office 365, SharePoint Online, printers, iPhone, TCP/IP Networking/Active Directory, Windows Server, Avaya Cloud phone system.
• A good understanding of network protocols and services
• Related experience and training in troubleshooting and providing help desk support.
• Must be able to work individually or with a team in a fast-paced, dynamic environment.
• Ability to build and maintain strong team relationships.
• Customer service-oriented
• Excellent Verbal and Written communication skills
• Excellent organization and time management skills
• Strong analytical and problem-solving skills

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.