About Digital nGenuity
Digital nGenuity is a growing managed services provider (MSP) built with a structured, process-driven approach to delivering world-class IT services to our clients. We're a team that takes documentation seriously, escalates intelligently, and genuinely invests in each other's growth. If you want to build a career in IT — not just work a helpdesk job — this is the place.
The Opportunity
We're hiring a Level 1 Helpdesk Technician to join our service delivery team. You'll be the first voice our clients hear and the first hands on their problems. This is a balanced role — we care as much about how you communicate with people as we do about your technical skills. You'll work primarily in a Microsoft 365 / Windows environment, handling a range of end-user issues, and be supported by a close-knit team with clear escalation paths.
What You'll Be Doing
- Responding to client support requests via phone, email, chat, and the ticketing portal — triaging, documenting, and prioritizing each ticket
- Resolving common end-user issues: Microsoft 365, Outlook, Teams, OneDrive, Windows OS, printers, and connectivity
- Using tools to remotely access endpoints and respond to monitoring alerts
- Keeping client documentation accurate and current
- Supporting user onboarding and offboarding in Microsoft 365 (licensing, mailboxes, MFA, Azure AD / Entra ID)
- Managing client expectations proactively — clients should never have to chase an update
- Close tickets same-day wherever possible
- Identifying recurring issues and feeding that information back to the team to reduce future reactive noise
What We're Looking For
Technical:
- 1–2 years of helpdesk or IT support experience, preferably in an MSP environment
- Working knowledge of Microsoft 365: Exchange Online, Teams, SharePoint, OneDrive, Azure AD / Entra ID
- Hands-on experience supporting Windows OS in a business environment
- Basic networking: DHCP, DNS, VPN client troubleshooting
- Familiarity with ticketing or RMM tools
Professional:
- Clear communicator who can explain technical issues to non-technical people without talking down to them
- Organized, detail-oriented, and comfortable juggling multiple open tickets
- Calm under pressure and committed to follow-through
- Eager to learn and stay current in a fast-moving industry
Nice to Have
- Microsoft 365 Fundamentals (MS-900) or Azure Fundamentals (AZ-900)
- Experience in an MSP environment
Requirements
- Valid Canadian driver's license
- Ability to pass a Criminal Record Check
- Available for after-hours support rotation
What Success Looks Like
We're transparent about expectations. You'll be measured on:
- Ticket handle time
- Ticket acceptance rate
- Resolution rate
- Ticket backlog
- Ticket documentation quality
- Client satisfaction (CSAT) scores
Why Join Us
- A team that mentors — not just assigns tickets
- Certification and professional development support
- Clear expectations, honest feedback, and management that works with you on a development plan
- A culture built on process, accountability, and continuous improvement
Digital nGenuity is an equal opportunity employer. We thank all applicants for their interest; only those selected for an interview will be contacted.
Pay: $42,000.00-$52,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Ability to commute/relocate:
- Dartmouth, NS B3B 1X4: reliably commute or plan to relocate before starting work (required)
Education:
Experience:
- helpdesk or IT support: 1 year (required)
Language:
Work Location: In person
