Help Desk Technician

Description:

Help Desk Technician (Permanent)

Reporting to the Senior Manager, IT Services, the Help Desk Technician is the first point of contact for Invest Nova Scotia employees requesting IT services. While providing the highest degree of customer service, the Help Desk Technician tracks and responds to incoming incident and request tickets through the ticket tracking system, determines root causes, and plans resolutions to resolve or escalate tickets to meet Invest Nova Scotia’s Service Level Commitment targets.

The Help Desk Technician provides technical support across various software applications, hardware, network and telecommunications systems and provides basic desktop support along with device imaging, deployment of hardware, and onboarding training. With a solid understanding of our technology devices and platforms, the Help Desk Technician effectively offers solutions and advice to employees.

What You’ll Do

In this role, you will support day-to-day service desk operations while contributing to the reliability and performance of IT services across the organization and incubation facilities. You will manage service requests and incidents, maintain accurate ticketing and asset records, and assist with onboarding, audiovisual setup, and system monitoring. You’ll work closely with IT team members, vendors, and subject-matter experts to troubleshoot issues, update documentation, and support continuous improvement initiatives. You will also contribute to system maintenance, disaster recovery activities, application support, and project work, helping ensure smooth and consistent delivery of IT services.

What We’re Looking For

The successful candidate will hold a college diploma in Information Technology or Computer Science and have one (1) to three (3) years of experience working in a corporate service desk environment.

You also bring:

• Formal training in information technology and IT service management
• Experience with platform and network configurations, including Microsoft, PowerShell, Windows OS, iOS, Azure, Active Directory, Salesforce, Drupal, Windows Server 2016, Hyper‑V, and cloud‑based VMs and applications
• Advanced knowledge and skills with the Microsoft Office suite
• Familiarity with ITIL service management practices
• Strong troubleshooting and problem-solving skills, with the ability to identify root causes and resolve technical issues
• Ability to communicate clearly with both technical and non-technical users
• Strong customer service mindset with a focus on delivering a positive user experience
• Ability to manage competing priorities in a fast-paced environment
• High level of organization, attention to detail, and follow-through
• Ability to work both independently and collaboratively within a team