CTC006356 - Help Desk Support Intermediate

Industry Sector: Media
Job Type: Contract
Duration: One year
Work Mode: On Site



1. Will candidates need to be able to travel to Toronto or are they expected to work in Montreal only? The job is in Montreal only.

2. Will the candidates be expected to work full-time onsite at any point or is this position remote? The candidate will have to work full time on site.

3. Do candidates need to be bilingual? The candidate must be bilingual EN/FR with advanced or native French.

The role:

Working independently to resolve IT issues for client’s On Air production, supporting newsrooms, studios and control rooms. You will provide technical expertise and support to ensure all issues are resolved in a timely fashion; additionally you will participate in system maintenance, hardware upgrades, and installation and support of business applications.

  • 3-4 years experience.
  • The intermediate helpdesk support analyst usually would hold at least one certification and would be capable of supporting multiple systems or processes at a basic level minimally.
  • They should be able to handly most queeries that come in in their given area of expertise and would rely on more senior analysts for in-depth issues or issues outside of their area of expertise.
  • Responsible for providing user support and maintenance for agreed upon IT service levels.
  • Identify production issues, respond to support calls from business units, and managing production incidents from inception to resolution.
  • Continue to monitor applications and systems and escalate issues as required.
  • Qualification include:
  • Experience supporting client production issues;
  • Solid customer service and communication skills;
  • and Undergraduate degree or technical diploma or equivalent.
  • Job Duties / Accountabilities:

  • Supporting 2 main sites in Toronto for Desktop and On-Air support. Must be flexible to work from home for current requirements and when required to travel between company sites.
  • Ability to work independently at all times
  • Work with users and other technical personnel to resolve problems
  • Responsible for On Air production support including newsrooms/studios/control rooms
  • Knowledge of Production applications an asset (iNews, PRX, Harris systems)
  • Knowledge of Sales applications an asset (Wide Orbit, Radius, ATC)
  • Answers telephone support requests via Avaya One X softphone
  • Manage assigned tickets in a timely fashion
  • Assumes responsibility for tasks assigned to them and ensures proper technical solutions have been applied
  • Work with users and other technical personnel to resolve problems
  • Participates in system maintenance, upgrades, etc
  • Installs / upgrades business applications
  • Supports remote access (Citrix, VPN, WAN) to business applications
  • Supports corporate email on mobile devices
  • Creates and updates technical documents for knowledge database
  • Essential Qualifications / Competencies:

  • Flexible to work evenings and weekends if required
  • Minimum of 2 years experience with:
  • Troubleshooting IT issues for Windows 10 workstations and MS Office 2016
  • Knowledge of network technologies (TCP/IP VPN, DHCP)
  • Experience with mobile devices and (BES12)
  • Experience using SCCM (remote control console)
  • Experience with Exchange Management Console
  • Experience with Active Directory
  • Experience with HP Service Manager
  • Strong time management and organizational skills
  • Strong communication skills and ability to work well under pressure
  • Diploma or Degree in Computer Studies or related field an asset.
  • Working Conditions:

  • Hours of work are 37.5 hours per week. Overtime as required.
  • Must be able to lift 30lbs (13.6kg), to move computer equipment.
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