Service Desk Technician

6 months ago

Canada Calian Full time

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools and companies that make the world better every day.

Location
- Saskatoon, SK
- Hybrid, CAN
- Ottawa, ONJob Type
- Full Time**Position Overview**:
As an IS Service Desk Technician Tier 1, you will be the first point of contact for end-users seeking technical assistance. Your primary responsibility is to provide excellent customer service by resolving IS-related issues promptly and efficiently. You’ll work closely with other IS team members to ensure smooth operations and user satisfaction.

This is a hybrid opportunity that can be based out of our office in Ottawa, ON or Saskatoon, SK.

**Responsibilities**:

- User Support:

- Diagnose and troubleshoot hardware, software, and network-related issues.
- Assist users with login problems, password resets, and account management.
- Hardware and Software Maintenance:

- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Ensure proper functioning of workstations, laptops, and mobile devices.
- Network and Connectivity:

- Resolve minor network issues (e.g., LAN access) and escalate complex network problems to higher tiers.
- Assist users with connectivity issues, including Wi-Fi and VPN setup.
- Documentation and Knowledge Base:

- Maintain accurate records of user requests, incidents, and resolutions.
- Contribute to the knowledge base by documenting common issues and solutions.
- Customer Service:

- Communicate effectively with end-users, demonstrating patience and empathy.
- Manage user expectations and provide timely updates on issue resolution.
- Security Awareness:

- Educate users on security best practices, including password hygiene, phishing awareness and cyber awareness training.
- Report any security incidents promptly to higher tiers.
- Collaboration:

- Collaborate with other IS teams to escalate complex issues and ensure timely resolution.
- Participate in team meetings and contribute to process improvements.
- Ability to travel, work evenings & weekends
- Ability to participate in after-hours on-call support
- Perform other duties as assigned

**Qualifications**:

- Education: Associate degree or equivalent experience in information technology or related field
- Experience: Relevant work experience in a help desk or technical support role.
- Certifications: Industry certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
- Skills:

- Strong problem-solving abilities.
- Excellent communication skills.
- Familiarity with Windows and macOS operating systems.
- Basic knowledge of networking concepts.
- User-focused mindset.

**Additional Requirements**:

- Urgency and Can-Do Attitude:

- You approach tasks with a sense of urgency and a positive “let’s make it happen” mindset. Your focus is on delivering results promptly while ensuring a great customer experience.
- Tact and Discretion:

- You demonstrate a highly developed sense of tact, discretion, and judgment when handling confidential, sensitive, or delicate matters. Your interactions with others are respectful and considerate.
- Effective Communication:

- Your written and oral communication skills are excellent. You have experience collaborating effectively with internal and external stakeholders across all levels of the organization.
- Multitasking and Prioritization:

- In a fast-paced environment, you excel at multitasking and managing multiple priorities. Your attention to detail remains consistent even when juggling various tasks.
- Team Player:

- You thrive as part of a team, contributing positively to a collaborative work environment. Whether working day or night shifts, you actively support your colleagues and contribute to team success.

**How we hire**:

- Our approach- Experience and accommodations- CV and cover letter tips- Interview tips- Our decision**Perks and benefits**:

Flexible work hours
Robust company-paid benefits
Generous time off package
A balanced approach to work and life
Stock purchase plan
- RRSP program*
Work from home options

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