IT Help Desk Technician

Overview

Provide Level 1 IT support, manage AD, O365, inventory, and security tools.

Key Responsibilities

• network monitoring
• troubleshooting
• incident response
• asset management
• user management
• documentation

Tasks

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

Requirements

• office 365
• edr/xdr
• active directory
• windows server
• ccna
• comptia

What You Bring

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. 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. -Experience with Office 365 administration and cloud-based services. -Good understanding of network monitoring and troubleshooting. -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. -Minimum of 2-4 years of experience as an IT help desk technician. -Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). -Excellent problem-solving and analytical skills.

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Benefits

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

About Onyx-Fire Protection Services Inc.

-Provides fire safety solutions across various sectors, including industrial, commercial, and residential. -Specializes in the design, installation, and maintenance of fire protection systems, with an emphasis on safety and reliability. -Experts ensure each project is tailored to meet the unique needs of clients, minimizing risk and maximizing safety. -Notable for working on large-scale, high-risk projects, with a reputation for quality making it a go-to provider. -Committed to delivering innovative and efficient solutions, backed by a deep understanding of local and international fire safety codes. -Serves clients in diverse industries, including manufacturing, energy, and commercial enterprises, consistently exceeding expectations. -Services include custom fire sprinkler systems, specialized safety assessments, and ongoing maintenance programs. -Known for its reliability and expertise in fire protection, with a track record of successful projects across multiple industries.

Sector Specialisms