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Helpdesk Support Specialist

3 months ago

Vancouver, British Columbia, Canada Quartech Systems Ltd Full time

Job Summary


Reporting to the Director of IT, the Systems Support Specialist will be based in the Victoria office working closely with the IT Operations team in Victoria and Vancouver.

This role will involve providing day-to-day support to Quartech employees and contractors in office and remotely, as well as contributing to internal IT projects and initiatives which involve both on-premises and cloud infrastructure.

Since Quartech is a Microsoft Partner, the internal IT environment is predominately a Microsoft environment.

Core Responsibilities

  • Provide day to day IT related responsibilities including
    supporting helpdesk tickets, workstations updates, monitoring printers, and boardroom IT maintenance
  • Performs IT onboarding and offboarding of employees and contractors, supplying them with IT equipment and software
  • Provides end user training on Quartech systems, tools, and ITrelated processes
  • Provides tier 1 / tier 2 support, remotely and in person, to Quartech employees and contractors
  • Provides inperson Tier 1 / Tier 2 support to Desktop as a Service (DaaS) client(s); responds to emergency calls when needed
  • Provides IT support for special events, including deploying equipment or physical room configuration
  • Troubleshoots a wide variety of desktop and user issues within an enterprise IT environment
  • Coordinates and performs companywide workstation deployments from the Victoria office
  • Providing support for reliability, security, and updating of Victoria office Infrastructure
  • Supports local server maintenance, and infrastructure documentation within a Microsoft environment
  • Works collaboratively with endusers, Quartech Customers, and other key stakeholders
  • Contributes to infrastructure projects and initiatives, as needed
  • Maintains inventory of IT equipment and controls stock and purchases
  • Effectively communicates technical information to nontechnical audiences
  • Works collaboratively with fellow team members, IT Director, employees of all levels and contractors
  • Positive attitude and excellent communication skills with particular emphasis in communicating with both onsite and remote employees
  • Ability to work successfully in a collaborative, teambased environment
  • Continued development of skills with new technology
  • Performs other ITrelated duties as assigned

Minimum Qualifications
The following qualifications will be expected for this position:

  • Post-secondary education in a technical field or equivalent technical college/institute diploma or relevant job experience and/or technical certifications
  • Minimum 2 years related experience in a professional IT environment
  • Experience providing exceptional desktop support with sound solutions

Desired Skills and Experience
The following technical skills and experience will be expected for this position:

  • Proven Experience in IT Systems Management ticket handling including management of incidents, recurring problems and escalations while adhering to SLAs
  • Solid Problem Solving and Troubleshooting Skills
  • Excellent Documentation Skills
  • Ability to correctly prioritize competing workloads and demands.
  • Functional knowledge of Network protocols such as TCP/IP, DNS and DHCP
  • Familiarity with KnowB4 or similar security training software
  • Solid experience solving a variety of desktop and user issues within an enterprise IT environment
  • Ability to support and troubleshoot software, networking, operating systems and VPN issues in a Windows 10/11 environment
  • Experience with Application Support, Remote access VPNs, Laptop Hardware diagnosis and troubleshooting and IT supplier management
  • Experience with Windows 10/11, Microsoft 365, Microsoft Exchange, Active Directory, Group Policy, Windows Servers, Azure
  • Experience with workstation deployment technologies such as Microsoft Intune or similar products
  • Basic knowledge of network security
  • Comfortable moving heavy furniture and equipment (Desks, Monitors, etc.)
The following additional experience will be beneficial for this position:

  • Microsoft certification (Azure, desktop support, operating systems, or similar)
  • Basic knowledge of Linux
  • Experience with Hyper-V
  • 3 years or more related experience in a professional, enterprise IT environment

Our values:

  • Deliver WOW
  • Do the right thing
  • Have fun

What's exciting about working with us:

  • Be part of a driven team focused on solutions that support social change and environmental sustainability
  • We offer competitive salaries, extended benefits, and our Employee and Family Assistance Program helps to support your wellbeing
  • We support your worklife balance and understand that flexibility is essential
  • We are growing and have great opportunities for advancement and career development
  • We are passionate about education and provide learning opportunities
  • We are dedicated to building a diverse team where people feel a sense of belonging and are valued for their contributions and p