IT Helpdesk Technician

**Job brief**

We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on our Point of Sale and computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with users.

The goal is to create value for staff that will help preserve the company’s reputation and business.

Please note: This is position is in-house and not open for remote work.

**Responsibilities**:

- Serve as the first point of contact for staff seeking technical assistance
- Perform troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by staff
- Walk the staff through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Document events and problems and their resolution in ticketing system
- Follow-up and update staff on the status of the issue
- Pass on any feedback or suggestions by staff to the appropriate person
- Keep record of IT inventory up to date
- Identify and suggest possible improvements on procedures

**Requirements & Experience**
- At least 2 years of experience as a Help Desk Technician, or similar customer support role, in the public sector
- Tech savvy with working knowledge of:

- Windows Server 2012 R2 or newer
- iOS
- Remote Desktop services
- Network printing
- Wired and wireless networking
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- User-oriented and cool-tempered
- A certificate or degree in IT, Computer Science or relevant field

**We offer**:

- Wage $23-27/hour
- Health & Wellness Benefits package
- Employee Discount program
- Excellent training programs and career development opportunities
- Flexible hours
- A fun work environment

If you have the qualifications that we are looking for to join our team please submit your resume and letter of interest. We are a well-established company within which there is room for advancement for the individual who demonstrates conscientiousness, diligence, honesty, integrity, critical thinking and is a self-starter.

**Job Types**: Full-time, Permanent

Pay: $23.00-$27.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Store discount

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- IT support: 2 years (preferred)
- Help desk: 2 years (preferred)

**Location**:

- Victoria, BC (preferred)

Work Location: In person