Help Desk Specialist

Graybar Canada offers a competitive compensation and benefits package including:

• No Evening or Weekend Shifts
• TELUS Health Virtual Care
• Cost shared Health and Dental Benefits                
• Life & AD&D Insurance                     
• Employee Profit Sharing Program
• Long Term Disability Benefits
• Group RRSP Matching
• Corporate Fitness Membership Program
• Employee Share Purchase Program
• Computer Purchase Plan
• Tuition Reimbursement Program
• Service Awards Program

Position Summary:

The Helpdesk Specialist provides customer service and tech support to Graybar Canada employees for applications, systems, and services in French and English languages.  

Major Responsibilities:

• Provide assessment, perform intermediate level technical troubleshooting and support, and where possible, provide resolution. 
• Provide remote assistance to end-users using TeamViewer or Windows Remote Assistance. 
• Provide technical support for Microsoft Windows, Microsoft Office, Apple iOS, Android, software, hardware, basic networking, telephony, and a wide range of apps and services. 
• Monitoring and maintain devices, operating systems, applications, and software update deployments using Microsoft Intune and Configuration Manager and related tools. 
• Provide support for Microsoft 365 apps and services such as Microsoft Office, Microsoft Teams, SharePoint, and Microsoft Exchange. 
• Provide support for ERP (SAP Business One and Infor SX Enterprise) and related applications such as troubleshooting, report generation, account onboarding and offboarding, data entry, and training. 
• Monitor daily backup tasks, report warnings or failures to appropriate business groups, and prepare tape backups for offsite pickup and delivery. 
• Develop and maintain documentation.
• Work with partners and consultants on escalated issues, contracts, or projects. 
• Enroll in technical training when and complete certifications when directed. 
• Proactively monitor security tools, responding to and resolving security events or escalating complex issues to appropriate teams.
• Proactively create or update of technical knowledge base articles using Atlassian Confluence and Jira Service Management. 
• Take ownership of escalated requests and issues and follow-up with end users to provide status updates. 
• Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures. 
• Analyze systems and map processes using Microsoft Visio and related tools. 
• Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives. 
• Participate in on-call schedule rotation (weekly, once every 6-8 weeks). 
• Adhere to company policies and industry regulations. 

Requirements:

• Diploma or degree with concentration in computer science or computer related courses. 
• 2+ years' experience working with Microsoft 365, Active Directory, Windows Server, Microsoft Exchange Online, Intune, and Entra ID (Azure Active Directory). 
• Must be able to speak and write fluent English and French with advanced grammar and composition skills. 
• Bilingual: French and English is required. 

Preferred Skills & Experience:

• Desire to improve the overall technical user experience with relation to apps, services, and helpdesk. 
• Experience with application deployment and patch management. 
• Experience in technical customer support.  
• Experience troubleshooting basic networking issues. 
• Experience with helpdesk management software, such as Jira Service Management, and other tools, to effectively lead, manage, monitor, and helpdesk escalations.  
• Experience with SAP Business One, Infor SX Enterprise Distribution, or similar ERP applications. 
• Highly self-motivated and detail oriented. 
• Enthusiasm for continual learning with a passion for learning innovative technology. 
• Effective verbal, written and interpersonal skills. Ability to speak to technical-level staff and develop written reporting and presentational content with level-appropriate messaging up to and including the senior executive level. 
• Strong communications, organizational, and problem-solving skills. 
• Experience working in a team-oriented, collaborative environment. 
• The above is a brief outline of position responsibilities and does not intend to be all-inclusive of the current or future duties, responsibilities or reporting relationships.

Working Conditions:

• Ability to sit continuously for over 2/3 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/3 of the normal work shift 
• Ability to talk or hear continuously 
• Finger dexterity is required frequently for over 2/3 of the normal work shift 
• Ability to stoop, kneel, crouch, or crawl up to 1/3 of the normal work shift 
• Ability to lift 50 pounds 
• Ability to climb stairs occasionally 
• May be required to work weekends and holidays as business necessitates, on rare occasion