What are the responsibilities and job description for the IT Help Desk Specialist position at Northern?
Job Details
Job Description
About Northern
Headquartered in London, Ontario, Northern is an integrated digital solutions agency that specializes in helping leading Commercial and Public Service brands and businesses navigate digital change. Leveraging our industry expertise and deep understanding of our clients businesses, we collaborate to design, create, and enable tailored digital experiences that drive growth. We have strategically assembled a group of innovators who have a passion for technology, design, and improving digital experiences.
What Were Looking For
The IT Help Desk Specialist is responsible for maintaining the knowledge base of IT tickets, executing IT tasks for employee onboarding and offboarding, managing Northerns asset management, and providing day-to-day hardware and software support. An aptitude for technology, paired with both a positive solution-oriented attitude and an eagerness to learn, will best support the incumbent in this role.
Benefits of Becoming a Northerner
In exchange for your talent and expertise, Northern is committed to providing:
- Benefits plan, including a Health Spending Account
- Wellness Program & LifeWorks EAP
- Fitness Reimbursement Program
- Vet Care Program
- RRSP Matching
- Profit-Sharing Performance Bonuses
- Endless Professional Growth Opportunities
- Delicious Meals & Company Social Events
- Free Onsite Parking
- Referral Bonus Program
- Flexible work environment - so you can work where & when you work best
Just to name a few!
Duties & Responsibilities
- Support existing IT systems to meet business and technology objectives.
- Configure, troubleshoot, and deploy computer hardware, software, printers, and scanners.
- Manage records of IT assets, including equipment, software licenses, and supplies.
- Maintain the knowledge base for the IT ticketing system.
- Create and update documentation to reflect any new changes to existing software, services, or IT processes.
- Provide support for ongoing projects as needed within the IT department.
- Provide timely technical support to employees and ensure all requests are logged in the IT ticketing system.
- Engage relevant parties, including team members and 3rd party vendors, to resolve incidents when necessary.
- Set up employee accounts, devices, and relevant access.
- Ensure all device assignments are logged in the asset management system.
- Complete necessary IT tasks for onboarding and offboarding employees.
Knowledge, Education & Experience Required
- A College diploma or relevant job-related experience.
- Knowledge of networking including Unifi, Wireguard, Datto RMM, ARP, TCP/IP, DNS, DHCP.
- Knowledge of Linux including Ubuntu, Samba, User management, and Bash scripting.
- Experience with Windows 11 and Powershell.
- Experience supporting macOS
- Experience using Google Workspace tools, including Gmail, Calendar, Drive, Docs, and User management.
- Strong interest in technology and an aptitude for learning new systems.
- Previous experience in a customer-facing role.
- Familiarity with IT ticketing systems and asset management platforms.
- Certification in IT-related fields or technologies (e.g., CompTIA, Microsoft, or Google Workspace certifications).
Working Conditions
- Office hours are generally Monday - Friday, 9:00 am - 5:00 pm, but overtime and weekend work may be required.
- 70 to 80% of the workday involves computer-based tasks.
- 20 to 30% of the workday involves interacting with employees and clients.
Since its founding in 2015, Northern has grown to 155 employees, helping leading brands across North America navigate digital transformation.
Northerns continued growth, strengthened by our strong company culture, has led to multiple recognitions by Great Place to Work Canada including Best Workplaces in Canada, Ontario, for Women, for Hybrid Work, for Inclusion and more.
Equity and Diversity
Northern welcomes applications from all qualified individuals and is dedicated to fostering a culture of inclusivity, employment equity, and diversity in the workplace. We encourage candidates from all backgrounds to apply, including but not limited to members of visible minorities, Indigenous peoples, individuals with diverse abilities, and those of all gender identities and expressions.
We are also committed to ensuring an inclusive and accessible recruitment process. Accommodations are available at every stage of the hiring process. If you require support or adjustments to participate fully, please let us know when you apply, and we will work with you to meet your needs.
