Service Desk Specialist - Student

About the job

GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 32 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.

About the Position:

The IT Service Desk Specialist (Junior) is responsible for monitoring IT systems, triaging incoming tickets, performing first-level troubleshooting, escalating issues to Subject Matter Experts (SMEs) when required, and providing remote end-user support. The role also includes preparing monthly monitoring reports and participating in on-call rotations to ensure system uptime and service continuity.

The role also includes preparing monthly monitoring reports and participating in on-call rotations to ensure system uptime and service continuity. The position follows a rotating shift schedule: a morning shift from 8:00 AM to 1:00 PM, an afternoon shift from 1:00 PM to 6:00 PM, and on-call coverage from 6:00 PM to 8:00 AM, including weekends, with a minimum commitment of four shifts per week.

Responsibilities:

• Provide technical support to internal and external users by diagnosing and resolving issues related to desktops, laptops, mobile devices, and peripheral hardware.
• Perform initial triage of all incoming tickets, apply L1 troubleshooting, and escalate incidents to appropriate Subject Matter Experts when required.
• Support security and access management, including user provisioning, access control updates, and enforcement of policies for data and remote access.
• Assist with infrastructure monitoring by reviewing alerts, gathering KPI data from monitoring tools for monthly reporting, and supporting stable day-to-day IT operations.
• Maintain accurate documentation by recording all incidents, actions, and resolutions in the ticketing system and keeping procedures and knowledge articles up to date.
• Manage IT inventory and assets, ensuring proper tracking, documentation, and lifecycle management of hardware and software resources.
• Participate in operational improvements by identifying recurring issues, contributing to process enhancement initiatives, and completing additional assigned tasks that support overall IT service quality.

Requirements:

• Currently pursuing a diploma or bachelor’s degree in information technology, Computer Science, or a related field.
• Basic hands-on exposure to Microsoft 365 services, including Entra ID (Azure AD), Teams, and SharePoint - through coursework, labs, or practical experience.
• Strong familiarity with Windows operating systems, installation, configuration, and basic troubleshooting.
• Understanding of user and access management concepts, such as accounts, groups, and permissions.
• Working knowledge of core IT infrastructure fundamentals, including network basics, monitoring tools, and system troubleshooting.
• Ability to analyze and resolve technical issues in a timely manner, with strong problem-solving skills and attention to detail.
• Familiarity with ITIL principles, such as incident, request, and change management.
• Excellent communication and customer service skills, with a strong interest in supporting users in a fast-paced environment.

Nice to Have:

• CompTIA A+ certification and Microsoft MS-900 certification.
• Active Directory experience is an asset
• Experience with scripting, especially using PowerShell.
• Experience with ITSM ticketing systems, such as ServiceNow.
• Experience supporting Mac devices