About Company
Join Career.zycto, a forward-thinking organization dedicated to empowering businesses and individuals through exceptional service and innovative solutions. We believe in fostering a supportive environment where talent thrives and contributions are valued. For a Help Desk Agent, this means being at the forefront of client satisfaction, directly impacting our reputation for excellence. You’ll find a collaborative team eager to support your growth, providing the perfect foundation to hone your technical and interpersonal skills. We’re a place where your problem-solving prowess makes a tangible difference every day.
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Job Description
Career.zycto is seeking a dedicated and enthusiastic Part-Time Help Desk Agent to join our growing team in Northwood, Thunder Bay. In this essential role, you will be the first point of contact for our clients, providing crucial technical support and ensuring their seamless experience with our services and products. This isn’t just about fixing problems; it’s about building relationships, understanding user needs, and delivering solutions with empathy and efficiency.
As a Help Desk Agent, you will play a pivotal role in maintaining our reputation for outstanding customer service. You will primarily assist users with hardware, software, network, and system-related issues, ranging from basic troubleshooting to more complex problem resolution. Your ability to diagnose issues, provide clear step-by-step guidance, and escalate problems appropriately will be key to your success. We are looking for someone who is not only technically adept but also possesses exceptional communication skills, patience, and a genuine desire to help others. This part-time position offers flexibility and an excellent opportunity to expand your IT support skills in a dynamic and supportive environment. You’ll be contributing directly to client success, ensuring they can leverage our technology effectively to meet their goals. If you’re passionate about technology and customer service, thrive on solving puzzles, and are eager to make a tangible impact, we encourage you to apply and become a valued member of the Career.zycto family.
Key Responsibilities
- Provide first-level technical support via phone, email, and chat for incoming queries and issues related to computer systems, software, and hardware.
- Identify, diagnose, and resolve technical hardware and software issues for end-users.
- Walk customers through problem-solving processes, ensuring clear communication and understanding.
- Escalate unresolved issues to the appropriate internal teams (e.g., Tier 2 support, network administrators) when necessary.
- Log all help desk interactions, including detailed information about issues and resolutions, into the ticketing system.
- Monitor and follow up on outstanding tickets to ensure timely resolution and client satisfaction.
- Maintain knowledge base articles and documentation to assist users and fellow team members.
- Assist with basic network troubleshooting and connectivity issues.
- Provide support for mobile devices and office productivity applications.
- Educate users on best practices for system usage and security.
- Contribute to a positive team environment through collaboration and knowledge sharing.
Required Skills
- Minimum 1 year of experience in a help desk or technical support role.
- Proficiency with Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and other common business applications.
- Basic understanding of network fundamentals (TCP/IP, Wi-Fi, LAN/WAN).
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Customer-focused mindset with a patient and empathetic approach.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong organizational skills and attention to detail for documentation.
Preferred Qualifications
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Familiarity with cloud-based applications and services.
- Basic understanding of Active Directory and user account management.
- Experience supporting mobile devices (iOS, Android).
Perks & Benefits
- Competitive part-time wages.
- Opportunities for professional development and growth.
- Flexible scheduling options.
- Supportive and collaborative team environment.
- Modern office space in Northwood, Thunder Bay.
- Opportunity to make a direct impact on client satisfaction.
- Employee assistance program.
How to Apply
If you are eager to contribute your technical skills and customer service passion to a thriving organization, we invite you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining why you are the ideal candidate for this Part-Time Help Desk Agent position.
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