IT Service Desk Technician
2 months ago
**Role Description**
**IT SERVICE DESK**
**Expectations**
- Provide excellent customer experience.
- Resolve technical issues in a professional and timely manner.
- Effectively communicate with Lux teams and users.
- Actively contribute to continuous improvement initiatives.
- Seek and provide constructive and positive approaches to resolve workplace issues.
- Keep work areas tidy.
- Adhere to company policies and procedures.
- Comply with safe work practices and health and safety legislation, policies, and procedures.
- Acceptance of miscellaneous duties as required.
**Responsibilities**:
- Deliver exceptional customer experiences to end users through active listening, problem-solving to diagnose the root cause of the issue and timely service delivery and follow-up.
- Prioritize issues based on severity and immediacy, communicating, and collaborating with the team members to proactively solve problems, escalating issues of complexity as appropriate, in a timely manner.
- Diagnose hardware and software issues with a focus on root cause analysis. Document findings when appropriate and formulate the root cause fix to avoid similar issues from recurring.
- Provision and maintain IT Equipment including set up of hardware, and connection to the network. Issuing devices such as company laptops, software or mobile devices.
- Provide technical support for hardware and software issues to employees at all levels of the organization.
- Configure users, monitor and maintain Office 365, Active Directory.
- Document relevant procedures and processes related to IT support, cloud administration, and cybersecurity administration.
- Stay current with emerging trends and technologies related to IT support, cloud computing, and cybersecurity.
**Who you are**
- You have excellent customer service skills.
- You are technically talented and love technology.
- Creative, consider multiple options and open to new ideas.
- You have awesome IT skills, and a great personality and are ready for an opportunity to take on more responsibility and work independently.
- You are a troubleshooting Rockstar and like to wear multiple hats.
- 2 years of well-rounded IT experience and proven track record.
- Cyber security minded and understand basic security concepts.
**Experience & Education**
- Minimum 2-year diploma in a computer-related field that included practical hands-on experience.
- Relevant industry certifications or working towards them. Examples: A+, Microsoft certifications, Cisco, ITIL, etc.
- 2-3 years of experience in an IT Service Desk environment:
- Comfortable escalating issues in a timely fashion.
- Proven problem solver and options generator.
- 2-3 years of experience installing, configuring, and troubleshooting hardware and software. Networking and virtualization fundamentals would be great
- 2-3 years of one or more of the following:
- Office 365 and Azure services, Windows 10 & 11
- Mobile phones and telephone support
- Working knowledge of patching, software distribution, and security.
- Comfortable with service desk systems for monitoring, ticketing & asset tracking.
**Job Types**: Full-time, Permanent
**Benefits**:
- Company events
- Extended health care
- Life insurance
- On-site parking
- RRSP match
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
**Experience**:
- IT support: 3 years (required)
Licence/Certification:
- CompTIA A+ (preferred)
Work Location: In person
Expected start date: 2023-12-04
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