It Help Desk Support

Description:

Your Neighbourhood Credit Union (YNCU) is seeking a skilled and customer-focused IT Help Desk Support Specialist to join their team in Sault Ste. Marie. This role is essential in assisting the organization’s computer users by delivering excellent customer service, troubleshooting technical issues, and providing timely support via phone, email, remote desktop, or in person. The successful candidate will receive, prioritize, document, and actively resolve end-user help desk requests while ensuring a high standard of communication and professionalism.

Key Responsibilities:

• Troubleshoot effectively with end users to uncover and diagnose issues, providing the most suitable solutions.

• Walk users through step-by-step problem-solving processes.

• Escalate complex technical problems to System Administrators or Network Specialists when necessary.

• Follow up to ensure issues are fully resolved.

• Log and prioritize tickets accurately using help desk software, addressing them according to severity.

• Record performance metrics to identify trends and recurring issues.

• Communicate with users of varying technical expertise in a patient, professional, and positive manner.

• Perform basic hardware and software installations, configurations, and updates.

• Assist in administering hardware asset information.

• Contribute actively as a member of a supportive, service-oriented IT team.

• Perform occasional heavy lifting (approximately 13 kg).

• Carry out other duties as assigned by management.

Qualifications & Skills:

• Post-secondary degree/diploma in a computer-related field or equivalent work experience.

• A+ and Network+ certifications considered an asset.

• Strong knowledge of Windows OS, MS 365, Microsoft applications, and Microsoft Azure.

• Basic understanding of TCP/IP networking, firewalls, routing, security, DNS, and VPN.

• Excellent knowledge of PC hardware and software.

• Proven troubleshooting abilities.

• Must be bondable and able to lift up to 13 kg occasionally.

Why Join YNCU:

• Be part of the growing credit union movement that supports local communities, small businesses, and meaningful causes.

• Certified B Corp and Ontario Living Wage Employer.

• Canada’s Healthy Workplace Month Great Employer Award 2024.

• Flexible work arrangements after orientation.

• Competitive compensation with incentive programs and benefits.

• 37.5-hour work week.

• 7% matching pension plan.

• 100% employer-paid benefits.

• Access to wellness programs including Employee & Family Assistance Program, Calm, Consult+, and LIFT Virtual Fitness.

• Opportunities for learning, development, and paid volunteer work.

• Fun and engaging employee resource groups.

• Free employee bank account and discounted rates.