{"id":1932749,"url":"https://alion.io/job/yncu-it-help-desk-support-i","title":"IT Help Desk Support I","company":{"id":2249439,"name":"YNCU","domain":"yncu.com","url":"https://alion.io/company/yncu-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kitchener, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":47000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-18T04:00:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T10:11:17Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"What You’ll Be Doing\nThe IT Help Desk I provides responsive, professional, and customer-focused technical support to the organization’s end users. Serving as the first point of contact for technology-related issues, the IT Help Desk I is responsible for receiving, prioritizing, documenting, troubleshooting, and resolving requests through phone, email, remote desktop, and in-person support.\nThe IT Help Desk I will combine strong technical troubleshooting skills with excellent customer service, communication, and problem-solving abilities while working collaboratively with the broader IT team.\nServe as the first point of contact for hardware, software, access, and other technology-related issues.\nTroubleshoot issues by gathering relevant information, identifying root causes, and determining appropriate solutions.\nGuide end users through troubleshooting processes in a clear, patient, and professional manner.\nDiagnose and resolve technical issues within the scope of the Help Desk role.\nRecognize and escalate complex or unresolved issues to System Administrators, Network Specialists, or IT Help Desk II.\nFollow up with users to confirm issues are resolved and ensure a positive customer experience.\nRespond to and manage service requests in a timely manner based on priority, severity, and business impact.\nAccurately create, categorize, update, and maintain help desk tickets.\nTrack service metrics and identify recurring issues or opportunities to improve IT processes and support.\nPerform basic installation, configuration, maintenance, and updates of hardware, software, peripherals, and related technology.\nProvide support for Microsoft Windows, Microsoft 365, Microsoft applications, and Microsoft Azure.\nAssist with basic network connectivity and troubleshooting, including TCP/IP, DNS, VPN, routing, and firewalls.\nMaintain accurate hardware asset records and assist with IT asset management.\nProtect confidential, sensitive, and proprietary information.\nContribute to a collaborative, supportive, and customer service-oriented IT team.\nPerform other duties and IT-related projects as assigned.\n\nHow You’ll Succeed \nSuccess in this role means providing timely, reliable, and professional technical support while creating a positive experience for every end user. The ideal candidate takes ownership of issues, communicates clearly, follows through on commitments, and contributes to continuous improvement within the IT team. \n\nWhat we are looking for\nPost-secondary degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent relevant experience will be considered.\n1–2 years of experience in a help desk, desktop support, technical support, or similar IT environment preferred.\nCompTIA A+ and/or Network+ certification is an asset.\nPractical knowledge of current Microsoft Windows operating systems, Microsoft 365, Microsoft applications, and Microsoft Azure.\nBasic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general networking concepts.\nFamiliarity with computers, printers, mobile devices, and common workplace technology \nDemonstrated troubleshooting and problem-solving abilities.\nStrong customer service and end-user support skills.\nAbility to occasionally lift and move equipment weighing up to approximately 40 lbs.\nMust be bondable.\n\nReports to: Manager, IT Infrastructure & Operations\nJob Type: Regular Full-Time\nThe compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.","description_format":"text","description_chars":3651,"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":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Credit Unions & Cooperative Banks"],"lifecycle":[{"event":"open","at":"2026-10-05T22:28:03Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.594,"p_room":0.45,"age_days":24,"expected_fill_days":16,"reasons":["conf:2","win:tail","comp:junior"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/yncu-it-help-desk-support-i","json_url":"https://alion.io/job/yncu-it-help-desk-support-i.json","meta":{"generated_at":"2026-10-12T11:42:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18227,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2249439},"rest":"https://alion.io/mcp/rest/get_company?id=2249439"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fyncu-it-help-desk-support-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fyncu-it-help-desk-support-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fyncu-it-help-desk-support-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/yncu-it-help-desk-support-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fyncu-it-help-desk-support-i"}]}