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Service Desk Technician
2 weeks ago
All requests are within a Help Desk system that is monitored and kept current within the team and with the customer.
This position supports an extensive amount of technology
General categories are:
- Business class hardware in a Microsoft and Android centric environment
- Computerized Industrial Machinery
- Vehicle bound technologies
- VoIP services
- Business class and manufacturing software
The Service Desk Technician, [a Tier 1] role, responsibilities are;
- Acting as first point of contact for incoming support requests
- Verbal and written technical support
- Ability to follow established IT procedures, within a helpdesk system
- Triaging Helpdesk Requests
- Resolve problems with and on behalf of customers
- Online and in person
- In a multitasking environment
- Providing solutions using internal and external knowledgebase
- Work with 3rdParty support on behalf of or with customer
- Research
- Deploy new technologies and equipment
- Improving Customer Education
- Assist in maintaining IT policy and procedure
- Promote new IT services and standards
- Documenting
- Fully record, track, and document all work related activity
- Develop technical and end user and internal documentation
- Learning and improving both independently and as an IT team member
- Participate in Team workshops for continuous improvement
- Assist other department members on projects
- Participate in technical selfimprovement and training courses
Qualifications
- Strong customer service attitude
- Strong verbal and written communication skills [English]
Time Management capability
- Priority and Focus
- Ability to work with mínimal supervision
- Ability to work independently and in a team
- Technical knowledge & troubleshooting skills
- Preferred above average knowledge on business class technology
- Knowledge of network connectivity standards
- Knowledge of Active Directory and server services an asset
- Education and Experience
- Minimum 35 years of experience in an IT helpdesk role
- Twoyear Diploma in IT from recognized college or university or equivalent is strongly desirable
- Microsoft MD100/101, COMPTIA A+ and ITIL certifications is considered an asset
- Manufacturing experience preferred
Other Requirements
- Regular Travel to other sites
- Regular hours with oncall possibility in the future
- Multiple time zone coverage CST-PST
- Ability to lift equipment over 40 lbs
- Work under pressure and with deadlines
Salary:
$21.00-$31.00 per hour
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location:
One location
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