Helpdesk Technician – KWC Area

Location: Kitchener–Waterloo–Cambridge (KWC), ON
Work Arrangement: On-site
Shift: Days
Salary: $70,000–$79,000/year
Reporting To: IT Manager
Testing: Yes

Position Summary

Our client is seeking a Helpdesk Technician to provide hands-on IT support within a manufacturing/production environment. The ideal candidate will have 3+ years of IT experience, strong hardware troubleshooting skills, and experience supporting PCs, printers, scanners, mobile devices, Windows environments, and AS/400 systems. This role is highly customer-focused and requires someone who can manage multiple priorities while providing timely support to production and corporate users.

Key Responsibilities

• Provide IT support to production and office users.
• Troubleshoot PC, hardware, software, email, printer, and scanner issues.
• Support and troubleshoot barcode printers and scanners on the production floor.
• Provide support for AS/400 applications, including EDI, Shipping, and Customer Service.
• Perform and verify AS/400 nightly backups.
• Maintain IT service request records, forms, logs, and equipment databases.
• Support and troubleshoot cellular and communication devices.
• Train, coach, and assist employees with IT-related issues.
• Provide remote IT support during off-hours and weekends when required.
• Contribute to Continuous Improvement, 5S, and standardized work initiatives.
• Perform other IT-related duties as assigned.

Required Qualifications

• University Degree/College Diploma in Computer Science, IT, or equivalent experience.
• Minimum 3 years of IT experience preferred.
• Strong computer skills with Microsoft Office and related software.
• Hands-on experience with printers, scanners, barcode equipment, PCs, and mobile/cellular devices.
• Previous experience with computer setup, maintenance, backups, troubleshooting, and problem resolution.
• Windows Administration / Active Directory experience is an asset.
• AS/400 experience is highly relevant.
• Excellent written and verbal English communication skills.
• Strong customer-service mindset and customer obsession.
• Ability to work effectively as part of a team.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Previous administrative experience is an asset.
• Ability to lift up to 40 lbs.