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Service Desk Technician

Department: IT

Position Title:    Service Desk Technician

Department:    IT

Reports to:       Manager, Corporate Services

Location:          London, ON & Toronto, ON

Founded by Joel McLean, Info-Tech Research Group opened its doors in 1997 with a small group of employees. Today, with more than 500 employees and a membership of over 30,000 clients worldwide, Info-Tech is North America’s fastest growing full-service IT analyst firm.

Enjoy the work you do! -  we are seeking a  new member to join our  IT Operations  as a Service Desk Technician.


The  Service Desk Technician is responsible for providing a high level of customer and technical support to the internal organization.

Key Responsibilities:

  • Document and prioritize service desk tickets, e-mail messages, phone calls, and other communications, respond in a timely manner and enter detailed information into tracking system
  • Ensure clients are regularly notified and updated as to the status of their requests and incidents as per service level commitments
  • Provide first and second level computer hardware, printer and software support
  • Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, and perform password resets
  • Troubleshoot and support video conferencing (VC) systems
  • Troubleshoot and support VoIP phone system
  • Escalate technical support issues internally and externally with manufacturers
  • Create Technical Documentation
  • Maintain asset management system
  • Provide support to ad hoc projects as required

Education & Experience:

  • Post-secondary education in related field is preferred  
  • 3-4 years of hands-on experience in a service desk and/or technical support role


  • Experience working in Microsoft Windows (7, 10) and Apple Macintosh environments
  • Active Directory
  • Office 365 Administration
  • SCCM ( Image Creation, Package Rollout, Updates)
  • SalesForce Administration
  • Microsoft Office 2013, 2016
  • PowerShell
  • Knowledge of iPhones, iPads and Androids.
  • PC Hardware Repair
  • A+ certification
  • Experience with performance grade audio/visual systems (PA, lighting, projectors) would be a tremendous asset
  • Ability to troubleshoot, diagnose and respond to issues. Continuous curiosity.
  • Ability to provide exceptional customer service to all employees.
  • Excellent organizational and time management skills.
  • Excellent interpersonal skills
  • Perform periodic on-call duties and other tasks related to supplies, services and systems within position scope. 


ITRG is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.

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