IT HelpDesk - 1 Year Contract

About Cognition+

Cognition+ is a team of talented and dedicated people on a mission to deliver transformative digital solutions to insurance companies of all sizes. In addition to a fully customizable Enterprise Insurance Management Platform, Cognition+ offers on-demand support, connectivity, cybersecurity, and development services. Founded in 1993, we have gained a deep understanding of our client’s business needs and challenges and have invested in R&D to build the next-generation of insurance technology solutions.

With a focus on teamwork, commitment, and trust, we know it takes people with diverse perspectives, ideas, and cultures to make a company succeed. We believe that hiring the best talent will lead to the creation of better products and services to keep our clients on the leading edge. If you are looking for a challenging opportunity for your work to make a lasting impact and your career to grow then we want to meet YOU!

Website: www.gocognition.com

Why Choose Cognition+

• Competitive compensation package;
• Flexible work hours that offer work/life balance;
• Opportunity to learn, grow and innovate;
• Friendly and supportive team environment; and,
• Opportunity to provide your input into making this organization successful.

The Role

We are looking for an IT Helpdesk Co-op who enjoys working with people, problem solving, and working with state of the art technologies. As a member of the IT Team, in this junior level role, you will have the opportunity to work closely with other talented members of our team to provide support to coworkers and customers, plan and coordinate projects, and work closely with our internal teams.

This position will be performed remotely and in the London, Ontario office as required. 

Role Responsibilities 

• Manage Help Desk tickets in a timely manner.
• Respond to client/user issues via phone, email and computer chat (Slack/Zoom).
• Provide client/user assistance.
• Document client/user interactions.
• Run diagnostics to resolve client/user reported issues.
• Escalate issues to the next Tier with next level of difficulty.
• Install, make changes and repair computer hardware and software.
• Follow-up with client/user to ensure issues are resolved.
• Regular follow up with clients with recommendations, updates and action plans (internal and external). 
• Reproduce issues in-house, respond back in a timely manner, and escalate issues in a timely manner.
• Participate in projects when needed to deploy new solutions or company software to external clients.
• Work with different vendors and partners to ensure systems are stable and configured as per company standards.
• Leverage internal technical expertise, including peers, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. 
• Create/document solutions to capture new learning for reuse throughout the organization.
• Participate in technical communication within the IT Team to share best practices and learn about new technologies.
• Install and configure hardware and software components to ensure usability.
• Troubleshoot hardware and software issues.
• Repair/replace damaged hardware.
• Upgrade/patch user systems to enable compatible software on all computers.
• Management of the IT hardware and software inventory along with licensing information.
• Install and upgrade anti-virus software to ensure security at the user level.
• Perform tests and evaluations of new software and hardware.
• Provide support to users and be the first point of contact for error reporting.
• Establish good relationships with all departments and colleagues.
• Manage and conduct daily backups and related operations.
• Maintain technical documentation on installation of software, configuration of hardware and problem troubleshooting.
• Assist with troubleshooting of printers/photocopiers and various software.
• Provide training on systems as required to end users.
• Other duties as required by the Company.

Required Qualifications & Skills

• Flexibility to work a variety of shifts with minimal notice.
• Available to work overtime.
• Detail oriented in order to keep detailed notes on tickets.
• Highly organized to keep Help desk tickets order.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills.
• Customer-oriented and patient.
• Proficiency with a Windows (Windows 2008 and above administration) and Linux (Centos/Alma)
• Working knowledge in MS-Windows Active Directory, Microsoft Exchange, O365 and related technologies administration such as DHCP/DNS, SSL certificates, etc.
• Ability to troubleshoot MS office suite, printers, PCs, and servers.

APPLY NOW

Interested candidates are encouraged to apply online at www.gocognition.com/join-us/

Equal Employment Opportunities

Cognition+ is committed to employment equity and welcomes diversity. We encourage applications from qualified individuals from all backgrounds. Cognition+ provides accommodations to applicants with disabilities throughout the hiring process. If you require accommodation, please contact Human Resources at hr@gocognition.com or call 519-432- 8553 ext. 362.

We thank all applicants for their interest in this position, however, only qualified candidates will be contacted for the next steps in the process.