Co-op Service Desk Technician (January to April 2025) - Toronto, In-office

Info-Tech Research Group is the world’s fastest growing information technology research and advisory company, proudly serving over 30,000 IT professionals worldwide. We produce unbiased and highly relevant IT research to help CIOs make strategic, timely and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.  

We are looking for a strong Service Desk Technician Co-op to join our team starting in January to April 2025. Please ensure that you are legally eligible to work as a co-op.

Key Responsibilities

• Testing and Repair: Inspect, test, and repair computer hardware and peripherals received from users or vendors.
• Computer Imaging: Prepare, image, and configure computers for deployment to new or existing users, ensuring systems are up to date and standardized according to company guidelines.
• Warranty Claims: Prepare and submit warranty claims with vendors and manufacturers as required.
• Shipping and Receiving: Manage incoming and outgoing shipments of IT assets, ensuring accurate records and tracking.
• User Onboarding: Take calls and assist new hires with their first-time setup, including logging in, ensuring drivers are updated, and confirming they can access their computer properly.
• Asset Management: Track and maintain accurate inventory of all IT equipment, including laptops, monitors, and peripherals.
• Equipment Return Coordination: Work with HR to ensure the timely retrieval and processing of IT equipment from departing employees.
• Inventory Audits: Conduct regular inventory checks to verify accuracy and identify discrepancies.
• System Checks: Perform daily inspections of AV systems (Polycom, TVs, and display hardware) to ensure operational readiness.
• Documentation: Maintain detailed records of imaging, repairs, shipments, and asset changes.
• User Support: Provide assistance to the Service Desk team in resolving technical support tickets and end-user requests when needed.

Education And Experience

• College/University diploma/degree in progress in related field (Computer Systems not development/testing)
• Customer service experience preferred.
• Interest in working with technology (independent work)

Skills

• Fluent in spoken and written English
• Strong written and verbal communication skills
• Strong documentation skills with desire to understand and follow process
• Ability to recognize and prioritize critical incidents in a fast-paced environment
• Working knowledge of O365 administration, Active Directory, Azure AD
• Application support experience with Microsoft Productivity Suite
• Excellent problem-solving skills
• Experience with Windows 10/11 and macOS
• Mobile device support – Android and iOS
• General understanding of network devices; routers, switches, and access points

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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