IT Help Desk Technician

Guelph - Canada

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Company Introduction:

Arrow Machine and Fabrication Group is an engineering-focused solution provider of machined castings fabrications and assemblies.

We serve OEM customers in the rail material handling mining defense heavy truck agriculture power systems construction nuclear engineered products architectural and forestry industries.

We have access to the broadest range of metalwork solutions in the world through our elite group of companies. Arrow focuses on providing innovative design quality craftsmanship and exceptional customer service.

Compensation Range: $50000 up to $63000 annually

Position Summary:

Under the direction of the Help Desk Supervisor the IT Help Desk Technician is responsible for the administration and maintenance of the companys desktop infrastructure resources. The IT Group is to provide a standardized knowledge-transfer approach for the companys desktop users across all Arrow facilities.

Primary Responsibilities:

Provide technical support by diagnosing and troubleshooting desktop laptop printer and mobile device issues
Responding to technical queries and requests via online helpdesk portal email and phone with outstanding customer service skills.
Log all support requests track resolutions and contribute to knowledge base documentation.
Handle user onboarding/offboarding including setting up email network and system access accounts
Participating in training sessions to stay updated on best practices in technical support
Use customer feedback to refine problem-solving techniques and improve service quality.
Communicate and escalate technical issues and customer feedback to the appropriate internal team members.
Travel between Arrow facilities will be required to support desktop users across locations.
Flexibility to be available on an on-call basis to address time-sensitive technical issues.

Educational Requirements:

University Degree or College Diploma in Computer Science Information Technology or Information Systems

Required Skills & Expertise:

Brings experience as an IT help desk technician or in a similar customer support role
Excellent interpersonal customer service and communication skills.
Knowledge of Information Technology Infrastructure Library (ITIL) concepts for technical support.
Proficiency in MS Office Suite and troubleshooting desktop hardware/software.
Familiarity with network protocols data communication fundamentals and relational databases (e.g. Microsoft SQL MySQL).
Strong problem-solving and analytical abilities.
Patient and approachable demeanor with a talent for active listening.
Ability to simplify complex technical processes into clear step-by-step instructions.
Self-starter with the ability to work independently and as part of a team.
High energy and adaptability to meet deadlines under pressure.
Demonstrates a passion for technology and customer service.
Thrives in a team-oriented environment and welcomes constructive feedback.
Is eager to learn and adapt to new desktop technologies and systems.

Equipment/ Tools/ Technology Used:

Proficiency in MS Office Suite and troubleshooting desktop hardware/software.
Familiarity with network protocols data communication fundamentals and relational databases (e.g. Microsoft SQL MySQL).

What We Offer Your Benefits Package

At Arrow were proud to offer a benefits package that supports your health finances and future.

Health & Wellness

Health dental and vision coverage from day one!
Virtual healthcare with Lumino Health
Employee and Family Assistance Program (Homewood Health)
Fitness membership discount
Work boots and prescription safety glasses program

Financial Benefits

Automatic Enrollment in Company-Paid Deferred Profit Sharing
RRSP Match Program
Life and travel insurance for you and your family
Profit Sharing
Employee Discount Program

Time Off & Culture

Three weeks vacation days to start
Regular company events and team activities
Supportive inclusive workplace culture

Career Growth

Tuition reimbursement for job-related education and training

Arrow is committed to diversity and inclusion. We provide accommodations throughout the recruitment process in line with the Human Rights Code and Accessibility for Ontarians with Disabilities Act.

Candidates please note we do not use AI for application screening.

Disclaimer: Only emails from are official. Any other contact is unauthorized.

Required Experience:

Company Introduction:Arrow Machine and Fabrication Group is an engineering-focused solution provider of machined castings fabrications and assemblies.We serve OEM customers in the rail material handling mining defense heavy truck agriculture power systems construction nuclear engineered products arc...