Co-Op, IT

We’re looking for a Co-op on the team to help us provide IT support to Hootsuite owls and solve both small and large technology problems. Under close supervision, you’ll support the Helpdesk ticket queue, deploy laptops plus hardware peripherals, AV challenges and work closely with the Global IT team to execute IT projects. This position is based in Vancouver, Canada.

WHAT YOU’LL DO:

• Support the build and deployment of laptops for new users as well as end users as needed
• Support closing of our Macbook leases by configuring, wiping, recording laptop data as required
• Set up, install, modify, configure, maintain desk hardware in the office
• Receive offboarded hardware and update workflows as well as management system based on that
• Input and update assets in the hardware asset management system as governed by Helpdesk’s processes and procedures
• Work closely with Hootsuite’s global Helpdesk team to identify and resolve issues by following processes
• Document procedures and solutions in our ticketing system and follow up with clients to ensure full resolution of issues
• Set up, install, and troubleshoot Google Meet Hardware in the office
• Assist with setting up loaner laptops to AV gear for interviews or smaller company events
• Keep team documentation updated as processes and stakeholder needs change
• Assist in departmental projects that require IT time and resources
• Creating tickets and moving tasks through agile workflow as work is completed

WHAT YOU’LL NEED:

• Experience troubleshooting basic to advanced Mac problems
• Experience troubleshooting Windows OS problems and working knowledge of Dell laptops
• Experience working with meeting room hardware, AV gear to support meetings
• Experience working in an agile environment is a bonus
• Proven ability to translate technical issues into understandable language for end-users
• Willingness to learn new systems and vendors, as needed
• Accountability: holds self accountable to meet commitments
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way: Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.