{"id":1139619,"url":"https://alion.io/job/active-care-management-service-desk-technician-i","title":"Service Desk Technician I","company":{"id":1059264,"name":"Active Care Management","domain":"active-care.ca","url":"https://alion.io/company/active-care","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":85000,"period":"year","method":"global_role_seniority_cell","sample_n":321},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-23T10:13:11Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T13:46:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Description\nPosition Purpose and Description\nReporting to the Team Leader - Service Desk. Your responsibilities as a service desk technician level 1 include providing Global Excel employees and its corporate clients timely and useful technical assistance on their computer environment, including mobile devices and other tech products. The role will include the provisioning, configuration, and deployment of new systems as well as the secure decommissioning of old hardware. Support can be provided in person, over the phone or remotely.\nDuties and responsibilities include, but are not limited to:\nPerform on-site and remote technical support for Windows PCs, thin client devices, printers, PC peripherals, multi-function devices, and mobile devices.\nAssist in the organization and inventory of all hardware and software resources.\nInvestigate user problems, identify their source, determine possible solutions, test and implement solutions.\nPerform desktop hardware and software configuration and installation activities.\nUnderstand and use imaging tools or applications (e.g. Ghost).\nEnsure accurate logging of all issues handled within IT Service Desk system.\nComplete user move/add/change requests.\nEvaluate and procure hardware and software.\nCreate and maintain accurate technical documentation.\nProvide emergency on-call support on a rotating schedule.\nMaintain confidentiality with regard to information being processed, stored or accessed on the network.\nPerform other IT duties and assist other team members as required.\nMaintain excellent communication with the IT Supervisor on all tasks and projects.\nMaintain a thorough understanding of existing and emerging technologies.\nShare ideas, opinions, and constructive criticism with other IT team members.\nMaintain professionalism in all business and end user communications.\nDemonstrate effective prioritization of day-to-day workload and ensure that commitments are met.\nEnsures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff.\nKeep accurate records of your time and services provided.\nAdapt to a rapidly changing environment.\nMonitor SLAs and follow escalation procedures to ensure the timely resolution of issue.\nSuccess Measures\nAvg First Response Time (Avg Resolution Time (Escalation Rate (Ticket Quality (>75%)\nCustomer Satisfaction (>75%)\nKSA (Knowledge, Skills and Abilities/Attitudes)\n\nKnowledge:\nMaintain an excellent knowledge of client computer and its peripherals\nMaintain an excellent knowledge of client computer operating systems\nMaintain an excellent knowledge of core services (Networking, Active Directory, DHCP, DNS, etc)\nGood knowledge of Microsoft System Center\nGood knowledge of incident management principle\nSkills and abilities:\nGood Interpersonal and communication (verbal and written) skills\nGood customer service skills\nLike to develop and maintain relationship\nDemonstrated commitment to supporting a team focused environment\nDemonstrate analytical and problem-solving skills\nPassion for learning and sharing of knowledge\nWorking under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person.\nAbility to troubleshoot both hardware and software related issues\nRequirements and Qualifications\nDegree in technologies with 1 or more years of experience with technical support or;\nExperience in a relevant IT field for more than 5 years\nAvailable for on-call duties\n Advanced spoken and written English","description_format":"text","description_chars":3573,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care"],"lifecycle":[{"event":"open","at":"2026-09-23T10:13:11Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-09-23T14:41:57Z"},"pay":null,"html_url":"https://alion.io/job/active-care-management-service-desk-technician-i","json_url":"https://alion.io/job/active-care-management-service-desk-technician-i.json","meta":{"generated_at":"2026-09-23T14:41:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}