about randstad

Randstad is a global talent leader with the vision to be the world’s most equitable and specialized talent company. As a partner for talent and through our four specializations - Operational, Professional, Digital and Enterprise - we provide clients with the high-quality, diverse and agile workforces that they need to succeed in a talent scarce world. We help people secure meaningful roles, develop relevant skills and find purpose and belonging in their workplace. Through the value we create, we are committed to a better and more sustainable future for all.

Headquartered in the Netherlands, Randstad operates in 39 markets and has approximately 40,000 employees. In 2024, we supported over 1.7 million talent to find work and generated a revenue of €24.1 billion.

For more information, see www.randstad.com.

IT Support Services Tier 1 Level 1 - 51322

Full Time Associate
Remote

Toronto, ON M5H 4C7, Canada

Speciality: Corporate Functions

Job Category: Corporate IT

Posted 3 days ago

IT Support Services Tier I Level I


Position Overview:
In this customer service oriented role, the successful candidate will be responsible for providing first level
technical phone and chat support for internal customers. The IT Support Services technician will work
amongst a highly skilled team providing service to an office network of 300+ locations (2200+
employees).

Principle Responsibilities

  • Basic Help Desk Functions (Password resets, map drives  printer troubleshooting and installation,
  • how to questions) Respond to inbound calls, voicemails, and online tickets 
  • Utilize Help Desk logging software by documenting each ticket with accuracy and consistency.
  • Track, monitor and follow up on incidents and tasks by reviewing the open incident report daily to
  • ensure SLAs, OLAs and the follow up schedule are met
  • Maintain compliance with all IT General Controls, Policies and Procedures.
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Install approved software application; 
  • Utilize Support Tools (Remote tools, Diagnostic tools, and Support database applications)
  • Troubleshoot/Support company approved hardware (Computers, peripherals) 
  • Working knowledge of mobile devices for  email and security configuration (primarily Android and
  • IOS based)
  • Familiar with Google products (Apps, Gmail) and  Microsoft Windows and Office Suite; 
  • Maintain high quality of service while remaining within call time guidelines
  • Walk users through problem solving steps
  • Create, modify and disable various accounts
  • Escalate issues as necessary within team or other IT teams as needed
  • Other duties as assigned (special projects)

Education & Qualifications (Required and Preferred):

  • High school diploma
  • Minimum 1-2 years Help Desk/Technical Support experience 
  • Experience with Ivanti ticketing system (Preferred but not required) 
  • Excellent customer service skills, including verbal and written communication skills 
  • Troubleshooting and problem solving skills, including supporting many web-based applications 
  • Ability to actively listen and work in a team environment
  • A+ Certification preferred
  • Windows 7 or higher
  • Google App support preferred

 

This job posting is open for 4 weeks.

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Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.