Title: IT Help Desk

Location: Remote (anywhere in Canada)

Salary: $40,000 annually

Architech is a Toronto-based software company with over 16 years of experience in creating technology solutions for clients across North America. We leverage the latest cloud technology and hire top talent to modernize applications so that businesses can succeed in today’s digital world.

Our Dream Team has a main hub in Toronto, but expands across Canada and Kraków, Poland. Our team consists of over 100 certified technical experts in our Product, Design, Engineering, and Delivery disciplines. Our values drive our culture of success: Think Big, Be Open & Collaborate, Never Fail a Client, Grow Our People, Do the Right Thing, and Embrace Change.

Be Open & Collaborate: Our Culture Says It All

You’ll work very closely with a diverse tight-knit group of creative and talented people who are passionate about technology, software, and solutions. Not only will you work in a collaborative and supportive environment, you’ll also grow your existing skills while keeping up with technology trends.

Who We Are

We’re passionate about creating an environment where every team member feels empowered to share their unique point of view. We celebrate diverse talents and encourage our teammates to share their whole selves – because our greatest source of inspiration is each other, and we believe diversity drives innovation.

In order to be inclusive, we must be intentional. We have taken a multi-pillar approach to D&I at Architech including: Listening & Learning, Being an Ally, and Accountability.

In 2020 we launched our first Diversity & Inclusion survey. While we are always striving for more equal representation, we are very proud of our results:

• 31% women, 57% BIPOC, 14% LGBTQIA+
• 49% of our people were born in countries other than where our offices are located. Our team members collectively speak 19 different languages. 59% of our people speak more than one language
• In the past year Architech has increased the number of women in our technology function by 200%. We strive to do even better as our multi-year strategic plan unfolds.
• We analyzed salaries by gender of persons in the same role and are delighted to report a 0% gender pay gap in our delivery and technology roles!

What Our People Say

“Employees of different backgrounds interact well within our company” – 97% of employees agree

“Architech respects individuals and values their differences” - 96% of employees agree

We Grow When You Grow

We encourage and support continuous learning by ensuring everyone stays active in the tech community. To help you with this, we offer tools and programs such as Learning Budget, Certification Bonuses, Internal Bootcamps, Summit Days, Lunch & Learns and much more. And this is just the beginning. Check out all our other great benefits.

Welcome to Architech.

What You Will Do

• Create accounts and configure hardware for new users as part of the on-boarding process.
• Train users on new and existing hardware and software
• Installations and regular updates of all software using deployment tools such as Intune
• Taking ownership to manage and monitor technology assets and software to ensure accurate inventory records.
• Ensures security policies and protocols are followed.
• Serve as the first point of contact for technical assistance over the phone, email, or ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Applying your exceptional problem-solving skills to determine the best solution based on the issue and details provided by customers
• Guide the user through the problem-solving process and educate them on how to resolve future problems if possible
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs and assist in the creation of knowledgebase articles on Confluence
• Follow-up and update user status and information
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest improvements on procedures

• 
  Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Experience working with Jira Service desk to manage tickets and Confluence to create and update knowledge base articles
• You have experience working on Microsoft 365 Suite and enjoy learning and working with the various tools. Troubleshooting Microsoft 365 suite is required
• You have the confidence to prioritize and execute tasks in a high-pressure environment
• Passion for technology and being incredibly tech-savvy is part of your DNA
• You have a deep understanding of computer systems and how they work and communicate with each other and systems
• Ability to troubleshoot and diagnose technical issues.
• Meticulous way of working and, ideally, experience in keeping detailed notes in tickets.
• Excellent interpersonal and communication skills with experience working with all employees including executive level management
• Experience handling desktop and laptop break/fix support

Competitive Salary
RRSP Match from Day 1
Employers Paid Health and Dental Insurance from Day 1
Gym Membership Discount from Day 1
Learning Budget
Certification Bonuses
3 weeks paid vacation and balance days
Health & Wellness and Work from Home Allowance
Social events and volunteer programs
Lunch and Learn Events and many more

Architech is an equal opportunity employer committed to diversity. Should you require any accommodations prior to or during the interview process, please indicate this during the interview process. We strongly encourage applications from people with diversity of lived experience including: racialized, Indigenous, 2SLGBTQ+ people, people with disabilities and/or people with intersectional identities.