IT Helpdesk Support

2 months ago

Edmonton, Canada College of Physicians & Surgeons of Alberta Full time

As the IT Helpdesk Support, you will work independently to provide superior customer service by applying your understanding and knowledge of computer systems and software to assist CPSA team members. You will coordinate referrals to appropriate expertise for services, repairs, training, and follow-up as required. Some after-hours work may be required for critical issues, events or outbreaks.


KEY RESPONSIBILITIES

  1. Manage the day-to-day inquiries and user support of hardware and software systems:
    1. Monitor and prioritize the internal ticket system for team member issues.
    2. Investigate, research, troubleshoot and resolve moderate to complex hardware and software issues and repairs to workstations.
    3. Configure, customize, and install workstations for team members; image workstations for plug & play to minimize user downtime.
    4. Recommend and schedule repairs on PC and laptops; install new software releases and OS system upgrades.
    5. Set-up and troubleshoot meeting room video and audio resources.
    6. Work with Active Directory, M365, Teams and Exchange Online management consoles to create and modify end user network and email accounts.
    7. Set-up and troubleshoot remote access VPN end user accounts, accounts and access to SharePoint sites, folders and files for internal and external end users.
    8. Provide new user orientation, training, and demonstrations.
    9. Adhere to IT service and security standards, procedures and guidelines.
  2. Monitor and maintain IT inventory:
    1. Maintain IT supply order and equipment inventory.
    2. Recycle hardware when no longer usable while securing data or the permanent removal of sensitive data.
  3. Other general duties:
    1. Support continuous quality improvement, research new technologies, review processes, and make recommendations to enhance CPSA's technology practices.
    2. Other duties as required.

QUALIFICATIONS

Education:

  • Diploma in Information Technology or equivalent.

Experience:

  • Requirement for 1 to 3 years of related experience with basic understanding of computer networking.

Skills:

  • Training related to hardware that includes computers, networked printers and photocopiers, scanners, audio and visual equipment.
  • Knowledge of current Microsoft environments including, Windows 10, Windows 11, Microsoft Azure, M365, Exchange Online and SharePoint Online.
  • Knowledge of Active Directory, DNS, DHCP, Print Server.
  • Experience with problem solving skills and ability to make quick decisions or devise an alternate solution or plan of action during an immediate crisis.
  • Be self-motivated, while also being a team player, who can work with people at all levels of the organization.
  • Strong organization and prioritization skills.
  • Analytical thinking and ability to multi-task.
  • Advanced interpersonal, communication, and customer orientation skills.

SALARY

The salary for this position is $57,630 and includes a comprehensive benefit package and pension plan.

This position is required to work on-site from CPSA's downtown Edmonton Office five days/week.

Along with your CV, please submit a cover letter outlining why you are the right candidate for this position by telling us how your relevant work experience has prepared you to undertake this role. Submissions without a cover letter will not be considered.

CPSA has suspended its mandatory employee COVID-19 vaccination policy at this time. Should it be deemed necessary to be reinstated, all employees would be required to provide proof of vaccination. By applying to this position, you acknowledge your awareness of CPSA's suspended policy.

CPSA embraces diversity and equal opportunity. The more inclusive we are, the better we can do our work. All candidates are considered for employment regardless of age, race, ethnicity, religion or belief, sex, sexual orientation, gender identity or expression, national origin, veteran or disability status.

CPSA acknowledges we are on traditional lands of First Nations and Métis People. Through our work, we strive to respect, honour, and celebrate histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada.

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