Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance.
Are you a tech-savvy problem solver with a passion for helping others? If so, we want you to be the friendly face of our IT department! As the first point of contact for technical assistance in a predominantly remote environment, you’ll play a crucial role in keeping our team connected and productive.
The role involves providing high-quality customer support through our ticketing system, email, or chat for end-users experiencing IT issues. This position will assist with incident management, troubleshooting, and resolving basic hardware, software, and connectivity problems. Complex issues will be escalated to senior IT personnel or appropriate teams, with a focus on ensuring timely resolution and proper documentation. The goal is to maintain smooth IT operations for all employees.
As our Service Desk Specialist, you will:
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First-Level Support: Be the person who swoops in to troubleshoot desktop, laptop, monitor, and office equipment issues!
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Ticketing System: Log all support requests and resolutions accurately, ensuring timely follow-ups and status updates.
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Incident Management and Documentation: Excel in ticket documentation and resolution, ensuring every ticket is handled with care. Contribute to our knowledge base, creating helpful articles and guidelines for both IT staff and end-users.
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Escalation: Communicate complex issues to senior staff while maintaining ownership of the ticket until resolution.
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Basic Troubleshooting: Diagnose and resolve hardware and software issues like a pro, ensuring quick and efficient solutions.
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Software and Mobile Device Support: Install, configure, and troubleshoot common software applications to keep everyone running smoothly. Assist employees with work-related mobile phone issues, including BYOD device enrollment in our Mobile Device Management (MDM) system.
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Hardware Setup & Deployment: Help configure and deploy IT hardware, ensuring everything is set up and functioning perfectly.
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Collaboration and Customer Service: Work closely with other teams, vendors, and support partners to facilitate problem resolution and meet service-level requirements. Provide empathetic, patient, and efficient support, ensuring a high level of customer satisfaction with every interaction.
What you'll need to be successful as a Service Desk Specialist:
- An Associate degree or technical certificate in IT, or equivalent experience.
- 1-3 years in a Helpdesk or Desktop Support role.
- Familiarity with Windows 10/11, macOS, mobile devices, printers, and basic network troubleshooting.
- Proficiency with software deployment and remote troubleshooting tools.
- Strong technical knowledge of hardware and software troubleshooting.
- Excellent customer service and communication skills.
- Ability to prioritize tasks and handle multiple incidents simultaneously.
- Strong problem-solving skills with attention to detail.
- Familiarity with IT ticketing systems and incident management best practices.
*Note: The “Core Duties” is a summary of the duties that are essential to this role and is not an exhaustive list. Firmex reserves the right to add or amend duties as necessary.
At Firmex, we’re guided by our core values of respect and collaboration to create an equitable, diverse and inclusive environment where all employees and candidates alike can thrive. BIPOC, LGBTQIA2S+, women, people with disabilities, internationally trained professionals and historically disenfranchised groups are encouraged to apply. If you need any accommodations or adjustments throughout the interview process and beyond, we’ll be happy to assist you.
