IT Service Desk Technician

2 months ago

Surrey, Canada F12.NET Full time

**Why F12?**

Look no further if you seek the fast lane into an IT career or wish to supercharge your professional development. You will work hard with a diverse team and gain exposure to technology services in scores of businesses; your resume will become rich with experience and accomplishments. F12 is on a mission to elevate our employees to a minimum $70K salary - with career tracks beyond. We are doing this by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders and their teams. We value humble service, self-improvement, and hard work, and we are looking for like-minded individuals to join us on our journey.

**What You Will Be Doing**
- Responsible for end-user support, you will partner with our Clients to resolve their IT issues. This includes challenges like password resets, adding a printer, navigating a server, installing or re-installing programs and assigning users to distribution lists to name a few
- Looking to enhance our relationships with Clients you diligently learn the contacts and preferences of each account and can multi-task when accommodating their requests
- Answering phones with both speed and tact, you are empathetic and articulate when working with Clients. Especially in stressful situations, you ask the right questions and provide relevant and realistic solutions
- Balancing quality with speed, you provide professional verbal and written responses to Clients and update ticket statuses to ensure all team members know things are taken care of
- Escalating tickets when the answer is unclear, you willingly ask for help from your Team Leads or teammates when needed
- With basic security knowledge, you diligently protect Client information and adhere to processes and procedures that do the same
- Wanting your team to always be better, you update shared resources/wikis like IT Glue and SharePoint to ensure others can find the information they need
- Performing Return Merchandise Authorization (RMA) processing with vendor partners to ensure products are replaced or repaired according to warranty agreements
- Ensuring to update your ticket notes and time entries for all onsite visits, you update and maintain accurate documentation to keep your team in the know
- Preparing and deploying workstations, printers, network hardware equipment and other associated peripherals are responsibilities you handle regularly.

**Who You Are**
- With perseverance and hard work built into your DNA, you won’t give up until you find the right solution
- A constant learner, you are willing to ask for help and share what you have learned with others
- With an analytical mind and a kind spirit, you can explain solutions to people with varying degrees of technical knowledge
- Accountable, you uphold the metrics and standards set by your Team Lead and look for opportunities to improve and advance performance
- A passion for technical solutions, you have basic knowledge in areas like Windows Servers, Active Directory, Networking, and Virtualization,
- Minimum 1-year Service Desk/Support Experience or equivalent combination of education and experience
- Certifications in Microsoft, CompTIA A+/Network+ are considered an asset
- Must possess a Canadian Driver’s license with 3 years of clean driving history

**What You Can Expect From Us**

We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

- Health Spending or RRSP Matching
- Three weeks vacation plus extra Flex Days
- Flexible Work Arrangements
- Reimbursements for educational advancement and certifications
- Leadership development opportunities and growth coaching

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Surrey, BC: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- IT Help Desk: 2 years (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: One location

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