Title: Helpdesk Technician
Location: Lethbridge, Alberta
Start Date: ASAP
Days/Hours: Monday to Friday 08:00 – 17:00 (.5 hour lunch) 37.5 hours per week.
Hours/Week: 40
Job Description:
The incumbent provides prompt, courteous and effective Level technical and logistical support in order to maintain a high degree of satisfaction among users. Main duties include the following:
- Troubleshoot and repair office equipment (printers, PC’s laptops, etc.); image devices as required.
- Manage and process requests and incidents submitted
- Answer user requests, log them in a ITSM software, and analyze, document and resolve problems to users' complete satisfaction;
- Ensure that user requests are handled in accordance with established service criteria.
- Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria:
- Install computer hardware and software;
- Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing;
- Ensure that workstations and peripherals are operational and optimally used;
- Meet with users if a situation cannot be corrected remotely;
- Help maintain the Company's IT inventory;
- Prepare workstations for new employees and install the necessary devices;
- Retrieve equipment from departing employees to visually document each item and update the inventory;
- Document and analyze procedures, problems, and their solutions
- Participate in various projects;
- Provide advice to users;
- In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs, and videoconferencing systems; familiarity with ITSM tools an asset;
- Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
- Excellent troubleshooting and incident resolution skills;
- Strong communication skills; fluency in spoken and written English
- Good interpersonal skills, team player and contributor to a positive team dynamic;
- Ability to work under pressure. Sense of urgency and client focus;
- Versatility, ability to adapt to new technology and change;
- Strong organization, prioritization, and multitasking skills. Results-oriented;
- Motivated, creative, flexible, responsible, and proactive;
- Availability to work outside regular hours;