IT Service Desk Support Technician

End User Support Analyst Location London, ON : About Us We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employees, offices on four continents, and customers in over 20 countries. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

We don't just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. The End User Support Analyst provides technical assistance and support for hardware, software, and network-related issues to ensure seamless IT operations. This role involves troubleshooting, diagnosing, and resolving technical problems and assisting users with system navigation and IT-related queries. The ideal candidate will possess strong problem-solving skills, excellent customer service abilities, and a deep understanding of IT infrastructure.

Provide first-line technical support to end users via phone, email, chat, or in-person

Diagnose and troubleshoot hardware, software, and network-related issues, escalating complex problems as necessary

Manage user accounts, permissions, and access rights in accordance with company policies

Assist with the deployment and maintenance of enterprise applications and software updates

Document support requests, issues, and resolutions in the IT service management system

Conduct training and create user guides to assist employees in utilizing IT tools effectively

Collaborate with IT teams to improve support processes and enhance the end-user experience

Monitor and maintain IT asset inventory, ensuring proper tracking and lifecycle management

Stay updated on industry trends and emerging technologies to improve support services

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)

• 2+ years of experience in IT support, help desk, or end-user support roles.
• Strong knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365, Active Directory, and other enterprise IT systems
• Experience troubleshooting hardware components, network connectivity, and software applications
• Basic understanding of IT security best practices
• Customer-focused mindset with the ability to handle support requests professionally and efficiently
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus