Primary Purpose: The IT Helpdesk Support Analyst L1 is responsible for delivering Level 1 technical support to end users by diagnosing and resolving hardware, software and network issues. They ensure efficient handling of service requests and incidents while escalating complex problems and maintaining thorough documentation to support continuous service improvement.

Essential Job Functions:

General

• Provide Level 1 support for end-user issues, including hardware, software, and network troubleshooting.
• Respond to IT service requests and incidents via phone, email, and ticketing system.
• Diagnose and resolve technical problems encountered by internal customers.
• Escalate complex issues to the appropriate teams while ensuring timely resolution.
• Thoroughly document customer records with log of problems and solutions for use by other Technical Support Representatives.
• Consult internal software, tools and guides, to research customer issues and implement solutions.
• Look for opportunities to improve our business and elevate customer service experience. Provide feedback to leadership teams on areas of improvement.
• Provide backup coverage for other members of the IT team as needed.

People & Culture

• Model Abatement’s values in all that you do and hold others accountable in maintaining the integrity of them.
• Champion, influence, embrace and motivate change, with a strategic mindset for continuous improvement and scalability.
• Commitment to Health and Safety, consistently following all policies/rules and procedures.

Perform other duties as requested, directed, or assigned by Company management. The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

Supervisory Responsibility: N/A

Education and Work Experience:

• 1-3 years experience in IT support.
• University degree or College diploma in IT, or a related field.
• Must have experience with LAN/WAN networking and VoIP.
• Must have experience with IT service management (ITSM) tools and ticketing systems.
• Experience with Epicor ERP, Salesforce CRM and/or Microsoft OS deployment would be considered an asset.

Knowledge, Skills, and Abilities: 

• Strong knowledge of Google Workspace, Windows systems, Active Directory, and MS Office suite.
• Understanding of information security best practices and ability to support various technologies.
• Ability to communicate effectively with all levels of staff; verbal and written.
• Ability to remain calm under pressure and provide excellent customer service.
• Great organizational skills and detail orientated.

*Physical Demands and Working Conditions: Work is performed at a desk in a comfortable office environment and requires the ability to operate standard office equipment such as a computer, telephone etc. Walking short distances and spending most time in front of a computer screen. Some climbing of stairs may be required. Moderate level of stress. The normal work week is 5 days in the office, 40 hours per week, but the hours will vary according to business demands. Some overtime may be required outside of normal working hours. Must have the ability to occasionally travel within Canada and the US.

*The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.