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IT Help Desk- Greater Sudbury

William Day Construction Limited is seeking an IT Help Desk Technician to provide first-level technical support to internal employees. This role focuses on day-to-day user support, basic troubleshooting, device setup, and assistance with common hardware, software, and connectivity issues.
The IT Help Desk Technician will work as part of the IT team under the general direction of the management and senior IT staff. The successful candidate will be service-oriented, detail-focused, and able to prioritize requests in a fast-paced environment while maintaining a professional and collaborative approach.

Responsibilities:

• Serve as the first point of contact for IT-related inquiries via phone, email, or ticketing system.
• Prioritize, triage, and resolve basic technical support requests in a timely manner.
• Provide first-level support for Windows 10/11, Microsoft Office, Office 365, email, and common business applications.
• Assist with setup, configuration, and maintenance of desktop computers, laptops, monitors, printers, and peripheral devices.
• Support mobile device setup and basic troubleshooting using MDM tools.
• Remotely access workstations and mobile devices to diagnose and resolve issues.
• Assist with basic network, VPN, internet connectivity, and email-related issues.
• Perform routine user account tasks such as password resets, account unlocks, and access requests under direction.
• Assist with antivirus updates and standard software installations.
• Escalate complex issues to senior IT staff as required.
• Document common issues and solutions to support knowledge sharing and continuous improvement.
• Assist IT team members with projects and additional duties as assigned.

Qualifications & Skills:

• Strong customer service and interpersonal skills
• Clear written and verbal communication skills
• Good organizational and time management abilities
• Ability to prioritize tasks and handle multiple requests.
• Strong attention to detail and follow-through
• Willingness to learn new technologies and processes.
• Logical problem-solving and troubleshooting skills.
• Ability to work effectively both independently and as part of a team.
• Professional, patient, and approachable demeanor
• Education and Experience
• Post-secondary diploma or certificate in Information Technology, Computer Systems, or a related field preferred
• A+ Certification required.
• Previous help desk, technical support, or related IT experience preferred (1–2 years)
• Familiarity with Windows operating systems and Microsoft Office applications
• Basic understanding of networking concepts, VPNs, and user account management considered an asset.

Experience & Qualifications:

• Post-Secondary Diploma or Degree in the field of IT or Computer Science.
• A+ Certification is mandatory. CCNA/MCSA is an asset.
• Hands-on experience with Active Directory, Windows 10/11, Server 2016/2019/2022, Exchange On-Line, VM systems, WDS, and Office 365 services.
• Understanding of network technologies, firewall and VPN services
• Minimum 2 years’ experience working in an IT Technical support role mainly focused on supporting and troubleshooting user issues with PC hardware and software.
• Experience with MDM solutions such as Maas360 is preferred.
• Configuration and deployment of iPhones, Android devices and tablets.
• Strong written and verbal communication skills
• Experience supporting PC hardware and basic software issues.
• Exposure to Active Directory, Office 365, or MDM solutions is an asset.
• Ability to work on-site and provide in-person support.
• Strong commitment to confidentiality and data security

Position:

• On-site role with standard 8-hour shifts
• Manual dexterity required to use computers, mobile devices, and office equipment.
• On-site parking
• Permanent Full Time
• Benefits/Pension, Social Club
• Greater Sudbury Location

Pre-employment drug screening is required