First-Level IT Helpdesk Technician (Full-Time)
About the Role
As a First-Level IT Helpdesk Technician, you’ll be the first point of contact for clients who need technical support. You’ll help troubleshoot issues related to hardware, software, peripherals, networking, printing, and mobile devices (phones and tablets). This is an in-office position that requires strong technical ability, clear communication, and a commitment to delivering fast, customer-focused solutions that minimize downtime.
Must be able to pass a vulnerable sectors check as well as sign a customer information NDA.
You must be able to work independently in a fast-paced environment and take ownership of resolving client issues efficiently.
Key Responsibilities
- Provide first-line support via phone, email, and remote tools, while documenting all work in the service ticket system in real time.
- Perform maintenance and support for:
- Windows 10/11
- Windows Server (basic tasks)
- Printers
- Microsoft 365
- ESET Security
- Additional hardware/software as needed
- Assist with software installations and verify successful operation.
- Troubleshoot client technical issues, determine root cause, resolve when possible, and escalate when necessary. Must be mindful of minimizing time on client devices.
- Prepare devices for deployment (pre-deployment instructions/tools and scripts are provided), including:
- Windows laptops/desktops
- iPAD
- Samsung mobile devices
- Perform onsite support as needed (travel expenses covered).
- Maintain security best practices at all times during support.
- Receive incoming hardware, record inventory details, and organize equipment for setup/deployment.
Qualifications & Skills
- Technical diploma, certifications, or equivalent experience (recommended).
- Strong communication skills in English; French is an asset.
- Comfortable interacting with business leaders, clients, vendors, and peers.
- Able to adapt to changing demands while multitasking and prioritizing effectively.
- Highly organized with a customer-focused attitude and team mindset.
- Solid understanding of client operating systems (Windows 10/11) and Microsoft 365.
- Basic knowledge of Windows Server.
- Working understanding of Wi-Fi setup and security.
Additional Assets
- Experience with ticketing platforms such as Autotask or Zendesk.
- Familiarity with RMM tools like NinjaOne, ConnectWise Automate, or Datto RMM.
- Firewall experience using WatchGuard or Ubiquiti.
Accessibility Commitment
DyNet Technology Group is committed to providing an inclusive, barrier-free application experience in alignment with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Accommodations are available to applicants with disabilities upon request.
Job Type: Full-time
Pay: $19.50-$24.00 per hour
Benefits:
Ability to commute/relocate:
- Oshawa, ON L1J 7A4: reliably commute or plan to relocate before starting work (required)
Work Location: In person
