4x Jr. Help Desk Analyst onsite in Oshawa to provide level 1 password, WiFi, MFA, and device support and assistance for our education client.

4x Jr. Help Desk Analyst onsite in Oshawa to provide level 1 password, WiFi, MFA, and device support and assistance for our education client.

Location: Oshawa (Onsite)

Hours: 7 hours per day (Shifts between: 7.30am-7pm)

Duration: 1 month

Estimated Start: August 19th - September 30th

Responsibilities:

• The incumbent will be responsible for providing level 1 support for password resets, WiFi and MFA support assistance through in-person, phone and chat contact channels.
• 1st level services and support of laptops, PC’s, printers, peripherals, software for College and University students, faculty and admin staff. Working with other 1st level support staff, Incident resolution for issues related to student laptops, academic workstations, computer lab workstations, managing requests and trouble tickets issues.
• Provide escalation for all calls to their respective support analysts via call ticketing system and phone.
• Provide initial incident call logging and any necessary follow up with customers via telephone, email and/or walk-up support ensuring quality of service.
• Required to document technical information, notes, user guides for internal or customer use if required.
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Must haves:

• Excellent communication skills
• 2 + years as a Help Desk Analyst (or similar) providing level 1 support - troubleshooting password, wifi, software issues on windows (Mac is nice to have)
• Active Directory
• Device support (laptop, printer and workstation issues)
• End-User support in an IT Service Desk

Nice to haves:

• Experience providing technical support in an academic environment
• Familiarity with Banner, MyCampus
• ITIL v3 and MCP certification