The Helpdesk Support (IT Support Specialist) – Level 1 is a key corporate operational role that will support 9 RDH offices in North America. The successful applicant will be a self-starter and problem-solver with strong communication skills to proactively provide the highest level of customer service to our employees.

KEY RESPONSIBILITIES:

  • To provide first-level helpdesk support to RDH users across the different offices. Support to be provided through various channels as well as in-person support. (In-person support is limited to the office or at a RDH event held at venue outside the office.)
  • Monitor the helpdesk requests for user support inquires. Create tickets as needed and complete tasks as assigned.
  • Triage, escalate and assign support requests to other members of the team as needed.
  • Ensure requests are logged, prioritized, and resolved in a timely manner in the helpdesk software.
  • Provides support on the use of RDH business and technical application(s)/software.
  • Provides support for hardware including computers, printers, peripherals, telephone systems, audio-visual and cellular devices.
  • Maintains user account information in Active Directory, and other supporting systems.
  • Provides support for user access for IT provisioned services.
  • Asset inventory – gathering hardware and software inventory information.
  • Procure and configure IT assets – computers, peripherals, iPads, RealWear devices and other miscellaneous IT equipment.
  • Liaise with third-party support, software vendors and PC equipment vendors/partners when necessary.
  • Support with the onboarding and offboarding processes.
  • Other activities that support the helpdesk function
  • Overtime coverage as required

QUALIFICATIONS:

  • Degree or diploma in Computer Science or equivalent; or a combination of Helpdesk certification, training, and experience
  • Knowledge of Office 365 suite of apps, Active Directory, networking concepts, backup systems, AV equipment, Windows operating systems, Android and iOS devices and operating system, VOIP system
  • Ability to perform systems & network troubleshooting
  • Ability to communicate and provide support to customers on a timely and professional manner
  • Experience in a fast-paced and multi-location work environment a plus.
  • Enjoyment of growth, new challenges and change

SKILLS AND COMPETENCIES:

  • Self-starter and a team-player
  • Creative problem solver with a critical mind
  • Excellent interpersonal and communication skills (written and spoken)
  • Customer service oriented as well as technology focused
  • A mix of patience and persistence

ABOUT US:

RDH is an employee-owned consulting firm with 250+ employees in nine offices across North America. Our core area of business is the integration of building science engineering, architecture, and construction management to optimize the performance of the building enclosure (walls, windows and roofs). Since our beginnings in 1997, we have become industry leaders in North America and continue to grow as we focus on technical excellence and delivering high-quality projects.

We offer a positive, team-oriented workplace with opportunities for professional growth, development and ownership. As well as your background, we seek alignment with RDH’s core values: 1) commit to excellence, 2) act with integrity, 3) work as a team 4) do what it takes, and 5) always learn.

Additional information on our expertise, projects, and culture can be found at www.rdh.com

HOW TO APPLY:

Please submit your resume and cover letter in one PDF to hr@rdh.com with the job title and location in the subject line.

No phone calls please. While we appreciate all responses, only candidates under consideration will be contacted. Please note that only those already entitled to work in Canada and US legally and permanently need apply.

 

 

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