IT Help Desk Technician

• Escalate unresolved issues to the next level of support personnel.
• Create, modify, and manage user accounts, groups, and permissions.
• Oversee and maintain accurate records of IT hardware and software inventory.
• Create technical documentation and guides as needed.
• Identify and propose possible improvements to procedures.
• Collaborate with the security team to develop incident response plans.
• Participate in incident response activities, including identifying, mitigating, and recovering from security incidents.
• Provide accurate information on IT products or services.
• Relay customer feedback or suggestions to the appropriate internal team.
• Conduct onsite and remote troubleshooting through diagnostic techniques and insightful questions.
• Adhere to and promote the company's core values, processes, policies, and Occupational Health and Safety protocols.
• Maintain accurate and up-to-date documentation of system configurations, processes, and procedures.
• Collaborate with relevant teams to optimize inventory levels.
• Follow up and update customer status and information.
• Conduct regular audits to ensure inventory accuracy.
• Collaborate with network engineers to optimize network infrastructure.
• Manage user accounts, licenses, and security settings.
• Monitor and respond to security incidents and threats effectively.
• Monitor network performance, troubleshoot connectivity issues, and ensure optimal network operation.
• 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.
• Determine optimal solutions based on the issue and details provided by customers.
• Document events and problems, along with their resolutions, in logs.
• Guide customers through the problem-solving process.

Onyx-Fire Protection Services Inc. is the fastest-growing full-service fire protection company, and we are seeking an adept Helpdesk Technician with a minimum of 2-4 years of hands-on experience supporting customers in complex IT infrastructures.

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.

• Experience with Office 365 administration and cloud-based services.
• Good understanding of network monitoring and troubleshooting.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 2-4 years of experience as an IT help desk technician.
• Relevant certifications such as CCNA and CompTIA are a plus.
• Proficiency in EDR/XDR tools.
• In-depth knowledge of Active Directory management and Windows Server administration.
• Strong communication and collaboration abilities.
• Excellent problem-solving and analytical skills.

Our high-performance culture provides an environment for people to grow and develop in their careers, take on more responsibility, and be part of a team that shares the same goals