- Company Name
- Challenger Motor Freight Inc
- Job Title
- Help Desk and Support - Fastfrate Group (Woodbridge)
- Job Description
-
Job title: Help Desk and Support Technician
Role Summary: Act as the first point of contact for IT issues, delivering timely, courteous support via phone, email, or onsite. Escalate unresolved problems, create user guides, manage hardware lifecycle, and maintain system integrity in a Microsoft Windows/Office 365 environment.
Expectations: Rapid ticket resolution, strong customer focus, proactive problem identification, collaboration across teams, and commitment to continuous improvement.
Key Responsibilities:
- Receive and resolve helpdesk tickets for end‑user hardware, software, and connectivity issues.
- Provide support via phone, email, or onsite visits.
- Escalate complex problems, track progress, and follow‑up until resolution.
- Create how‑to guides for recurring issues.
- Diagnose software/hardware faults; recommend resolutions or vendor escalation.
- Monitor storage usage, perform backups, and manage file space.
- Coordinate end‑of‑lease hardware imaging, deployment, and asset tagging.
- Perform PC replacements, desktop hardware, and software changes.
- Set up new users in Active Directory and assign proper group memberships.
- Build and update deployment packages and application deployments.
- Research and implement process improvements.
- Support after‑hours on‑call duties as needed.
Required Skills:
- Windows 10 Desktop, Windows Server, and Microsoft Office 365 proficiency.
- Active Directory user and group management.
- Networks basics (LAN/Wi‑Fi, VPN, VPN clients).
- Ability to diagnose and resolve hardware, software, and connectivity problems.
- Strong written and verbal communication.
- Excellent organization, multitasking, and prioritization.
- Customer‑service oriented mindset.
- Problem‑solving and troubleshooting capability.
- Ability to work independently and collaboratively across all levels.
Required Education & Certifications:
- Post‑secondary degree or diploma in Information Technology, Computer Science, or related field.
- Minimum 2–5 years of experience in a Microsoft Windows/Office 365 & networking environment.
- Certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate) preferred but not mandatory.