Service Desk Technician, IT

The Royal College of Dental Surgeons of Ontario (RCDSO) is a leader in health care regulation. As the governing body for more than 11,000 dentists in Ontario, our mission is to act in the public interest by putting patients first. We are committed to transparency, accessibility, openness, and fairness in all our work.

Bring your excellent customer service and technical skills to our team as a Service Desk Technician within our Information Technology (IT) department.

The Information Technology Department plans, operates and supports the College’s Information and Technology services and infrastructure, enabling our business partners to carry out their roles efficiently, productively and securely.

You will ensure staff have smooth and seamless access to the College’s IT hardware and software tools. This includes receiving, prioritizing, documenting, resolving user help requests, and escalating incidents when needed. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as providing remote, hands‑on help at the desktop level.

This job post reflects a current, single vacancy within the organization. This role is classified as hybrid and will require the successful candidate to work onsite at our Toronto office 2 days per week or more to perform device setup or maintenance. This may fluctuate depending on business needs. At this time, we are only considering candidates located in Ontario or who are willing to relocate.

Reporting to the Supervisor, Service Delivery you will:

• Provide first contact support for incoming requests to the service desk via telephone, web portal, email, and chat, ensuring courteous, timely and effective resolution of customer issues
• Build rapport and elicit problem details from service desk customers
• Prioritize incidents and service requests according to defined processes to meet defined Service Level Agreements (SLAs)
• Escalate incidents with accurate documentation to the suitable technician when required
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledge bases as needed
• Provide essential security advice and support based on set guidelines
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase as needed
• Provide suggestions for continual improvements
• Demonstrate strong user engagement by actively listening, communicating clearly and respectfully, guiding users through technical issues with patience and professionalism, and ensuring each interaction contributes to a positive and confident support experience
• Other duties as assigned

The Service Desk Technician requires:

• A college diploma or university degree in computer science and/or two years of equivalent work experience
• Flexibility to work on call/ after hours
• Knowledge of basic computer hardware troubleshooting
• Experience supporting Office 365 (Exchange Online, MS Teams, SharePoint Online)
• Experience supporting standard desktop productivity suites such as Adobe Acrobat, Office 365, etc.
• Experience with desktop and server operating systems, including Windows 10+, Server 2016+, Mac OS 11+, etc.
• The ability to work in a fast‑paced environment and maintain confidentiality
• A keen eye for detail, self‑directed and take/show initiative
• Excellent written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills; ability to collaborate closely within a team environment
• Relying on best practices, data, research and/or evidence to make informed decisions
• Ability to think critically while trying different approaches to problem‑solving
• CompTIA A+…