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IT Helpdesk Administrator

Location: Ottawa, ON
Posted on: March 3, 2022

At March Networks, our goal is to create a positive working environment where all of our employees can thrive. When you join our team, you’ll enjoy flexibility and support for a healthy work-life balance, as well as the professional development opportunities needed to advance your career. You’ll be part of a growing global technology company that encourages teamwork and innovation, and where friendships are forged with colleagues all over the world. Our employees enjoy a comprehensive Total Rewards Package including attractive time-off policies and an annual bonus plan. At March Networks, we value your hard work, creativity and your passionate desire to deliver only the best to our customers, partners and each other.

Opportunity:

The candidate will be responsible for working with the core infrastructure team in new project implementations as well as ongoing help desk effort for employees on our global network. Help desk activities span all elements of our existing infrastructure, including hardware, applications, server and telecom infrastructure. The successful candidate will have two to three years of PC support experience and should be able to operate under general supervision.

Duties and Responsibilities:

  • First point of contact through phone and email, and communicate directly or remotely with end users to understand, document, resolve IT issues or requests
  • Support Windows and Mac users in identifying root cause and resolution by leading end users through the problem-solving process and determine the best course of action based on the issue and details provided
  • Facilitate hardware and network repairs as well as maintain asset tracking, system integrity, etc.
  • Monitor and update support tickets from submission to completion, using ticketing system
  • Support Windows and cloud computing technologies, including Microsoft Suite (i.e. Microsoft Word/Outlook/Excel/PowerPoint/Sharepoint), Windows 10, Microsoft Windows Server 2012-2019, and SaaS applications
  • Troubleshoot network connectivity issues, including ethernet, TCP/IP and VPNs, and support mobile users for network access using remote tools
  • Maintain and manage the onboarding process of employees
  • Configure and support business equipment (e.g. video conferencing, mobile devices, etc.)
  • Organize and execute upgrades and maintenance (e.g. software, firmware, equipment, and systems)
  • Create, maintain, and contribute to technical documentation, manuals, and IT policies
  • Work collaboratively with the IT team to plan, troubleshoot, and resolve issues
  • Participate in or lead various IT projects
  • Support and management of Windows Active Directory and Microsoft Exchange
  • Support telecom infrastructure, including basic administration
  • Support corporate mobile communications including:
    • Configuration of mobile devices for corporate email and applications
    • Maintenance of mobile user accounts, including ensuring that all handhelds are updated and running current versions of software
    • Reviewing of mobile accounts and services
  • Print Server maintenance and general maintenance/repair of office equipment
  • Prepares progress reports and updates management on status of problems
  • Provide on-call support to employees 24×7 on a rotational basis
  • Other related duties as required, including being able to move or lift equipment on occasion

Experience and Qualifications:

  • Degree in Computer Science or a Technology Diploma
  • Two to three years of support experience
  • Solid knowledge of PC and Mac maintenance as well as commonly used server and workstation operating systems
  • Experience with Microsoft Exchange email environments
  • Ability to work independently and as part of a team
  • Ability to provide technical guidance to employees regarding PC and mail problems
  • Excellent communication, interpersonal, organizational, and planning skills

Assets:

  • Familiarity with RingCentral Administration
  • Familiarity with Linux
  • Familiarity with endpoint management systems administration such as Ivanti, Jamf, and SCCM
  • Familiarity with scripting languages such as Powershell
  • Experience with VMWare infrastructure environments

March Networks is an equal opportunity employer and supports a diverse workforce.

Accommodations are available upon request for candidates taking part in all aspects of the selection process. Applicants can make their accommodation needs known to us in their application.

Apply now
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