IT Help Desk

Onyx-Fire Protection Services Inc. is the fastest-growing full-service fire protection company, and we are in search of an adept Helpdesk Technician with a minimum of 2+ years of hands-on experience supporting customers in complex IT infrastructures at our Winnipeg branch Bison Fire Protection.

The ideal candidate should possess robust communication and collaboration skills, along with experience in EDR/XDR tools, Active Directory, Windows Server administration, and Office 365 administration. Possession of CCNA and CompTIA certifications would be a strong asset.

Level 1 Support:

• Act as the initial point of contact for the internal team seeking technical assistance via phone or email related to hardware (laptops, phones, printers, etc.), internal applications, and server/network infrastructure.
• Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
• Determine optimal solutions based on the issue and details provided by customers.
• Guide customers through the problem-solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Document events and problems, along with their resolutions, in logs.
• Follow up and update customer status and information.
• Relay customer feedback or suggestions to the appropriate internal team.
• Identify and propose possible improvements to procedures.
• Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.

Inventory Management:

• Oversee and maintain accurate records of IT hardware and software inventory.
• Collaborate with relevant teams to optimize inventory levels.
• Conduct regular audits to ensure inventory accuracy.
• EDR/XDR Tools: Monitor and respond to security incidents and threats effectively.
• Active Directory Management: Create, modify, and manage user accounts, groups, and permissions.
• Office 365 Administration: Manage user accounts, licenses, and security settings.
• Network Monitoring: Monitor network performance, troubleshoot connectivity issues, and ensure optimal network operation. Collaborate with network engineers to optimize network infrastructure.
• Documentation: Maintain accurate and up-to-date documentation of system configurations, processes, and procedures. Create technical documentation and guides as needed.
• Incident Response: Participate in incident response activities, including identifying, mitigating, and recovering from security incidents.
• Collaborate with the security team to develop incident response plans.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• Minimum of 4 years of experience as an IT help desk technician.
• Proficiency in EDR/XDR tools.
• In-depth knowledge of Active Directory management and Windows Server administration.
• Experience with Office 365 administration and cloud-based services.
• Good understanding of network monitoring and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities.
• Relevant certifications such as CCNA and CompTIA are a plus.

If this opportunity aligns with your skills and aspirations, please submit your resume today.