# 26-16852 Technical Support Specialist

Duration: 24 Months (Conversion Possible)

Work Model: 5 days onsite

Position Overview

We are seeking a customer-focused Service Desk Analyst to join an enterprise IT support team. The successful candidate will provide first-level technical support to internal users by troubleshooting hardware, software, and Microsoft 365-related issues while delivering exceptional customer service. This role is ideal for individuals with a technical support or IT help desk background who enjoy solving problems in a fast-paced environment.

Key Responsibilities

• Provide first-level technical support via phone, email, and other communication channels.
• Troubleshoot hardware, software, operating system, and Microsoft 365 issues.
• Accurately document, update, and manage incidents using a ticketing system.
• Escalate unresolved technical issues to appropriate support teams.
• Monitor open incidents and ensure timely follow-up with end users.
• Identify recurring issues and communicate trends for continuous service improvement.
• Maintain detailed documentation of issues, resolutions, and support activities.
• Follow established IT support processes, service standards, and operational procedures.
• Collaborate effectively with team members to ensure timely issue resolution.
• Deliver professional, courteous, and high-quality customer service at all times.

Required Qualifications

• High School Diploma or equivalent.
• Minimum 1 year of experience in an IT Help Desk, Service Desk, Technical Support, Desktop Support, or Technical Call Centre environment.
• Strong troubleshooting skills for Windows-based computers, hardware, and software.
• Good working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and OneNote.
• Excellent customer service, communication, and interpersonal skills.
• Strong computer navigation and multitasking abilities.
• Ability to type 35+ words per minute.
• Ability to work independently as well as collaboratively within a team.
• Willingness to work rotating shifts, including evenings, nights, weekends, and holidays.

Preferred Qualifications

• Experience using ticketing tools such as ServiceNow, Remedy, Jira Service Management, Zendesk, or similar platforms.
• Technical diploma or IT-related education.
• Industry certifications such as CompTIA A+, ITIL Foundation, or Google IT Support.
• Basic knowledge of Active Directory, VPN connectivity, and networking concepts.

Required Skills

• Technical Support
• Service Desk / Help Desk
• Customer Service
• Windows Troubleshooting
• Microsoft 365
• Incident Management
• Ticketing Systems
• PC Hardware & Software Support
• Problem Solving
• Communication Skills
• Time Management
• Team Collaboration

Work Environment

• 100% Onsite in London, Ontario.
• Rotational 24/7/365 shift schedule (shift rotation approximately every two weeks).
• Full-time schedule of 37.5 hours per week.
• Candidates must be available to work all scheduled shifts, including weekends and holidays.
• Full attendance is required during the initial training period.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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