IT Service Desk Specialist

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at [email protected] should you need an accommodation at any point in the recruitment process.

We are hiring an IT Service Desk Specialist!

The Opportunity

Reporting to the Supervisor, the Helpdesk Support Specialist will be responsible for timely and efficient completion of helpdesk tickets providing support to a wide variety of hardware and software requests.

How you will contribute:

• Providing in person and over the phone support to on site and remote employees
• Supporting computer hardware, laptop, mobile devices, telephone, printers, copiers, faxes
• Supporting Windows 10 and 11, Microsoft Office, Internet Explorer, NTFS file system permissions and in-house applications.
• Timely account creation, and set up of new hires
• Creating and updating technical documentation
• Administer and maintain Print server and Print tracking software
• Work with the network administration team, development teams and to help implement new technology
• Mobile device management
• Call Center support
• Adhere to policies/procedures to ensure AML requirements are met, when applicable

The experience you need:

• Excellent analytical, problem solving and troubleshooting abilities
• Excellent verbal and written communication skills
• Ability to adapt and learn new technologies and trends
• Ability to work well in a team environment and independently
• Shell scripting (nice to have but not required)
• Adapt knowledge of Microsoft domain tools and software
• College Diploma in related field or 3+ years desktop/laptop support experience
• In depth knowledge of Windows 7, Windows 10 and Microsoft Office Suite and Microsoft Domain environment

Working Environment and Physical Demands Analysis:

• Office environment
• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• Long periods of time in viewing a computer screen
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.

Why join First National?

• Competitive Compensation
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• Hybrid working environment
• Extensive training programs to set our employees up for success
• Modern office environment conducive to collaboration
• Supportive teamwork culture
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year

The team you’ll join:

Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.

First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.

We would like to thank all applications for their interest in this existing vacancy but only candidates selected for an interview will be contacted.

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