IT Helpdesk Technician

4 weeks ago

Edmonton, Canada Durabuilt Windows and Doors Inc Full time

**Our values are at the core of everything we do**
- **INNOVATIVE. **Think ahead to stay ahead.
- **DRIVER. **Stay hungry and act with urgency.
- **OWNERSHIP. **No excuses. 100% accountability.
- **CARING. **For employees, partners, and the community.
- **INDIVIDUAL. **We work with great people and expect a lot from them.

We are one of Western Canada’s largest window and door manufacturers servicing consumers, contractors, and retailers. Established in 1988 and headquartered in Edmonton, Alberta, it's not just Durabuilt’s innovative manufacturing and design that places us on the list of Canada’s Best Managed Companies - **it’s also our people.**

**Objective of the Position**:
**Relevant Experienced Required**

**Accountabilities**:

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by users.
- Walk the user through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update user status and information.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- Consult user guides, technical manuals and other documents to research and implement solutions.
- Reproduce, diagnose and resolve technical problems encountered by users.
- Provide advice and training to users in response to identified difficulties.
- Provide business systems, network and Internet support to users in response to identified difficulties.
- Collect, organize, and maintain problems/solutions log in the knowledge base.

**Required Skills & Capabilities**
- Passionate about problem solving, with an ability to provide solutions supported by critical thinking and facts derived from available documentation/data.
- Ability to create technical and non-technical documentation pertaining to hardware/software systems.
- Passionate about technology, curiosity to learn and experiment new technologies.
- Ability to communicate effectively with all levels of staff; verbal and written communication.

**Technical skillset should include an entry-level understanding of the following**
- Office 365 Administration
- Business Applications
- Any ERP Application experience
- Windows desktop operating systems
- File shares and permissions
- Microsoft Office products
- Workstation and laptop hardware
- Basic IP networking and connectivity
- Printer Installation and troubleshooting
- printer entry-level problems

**Good to Have**

Understanding/experience working with the following technologies would be considered a plus:

- Microsoft Active Directory Group Policy Management
- IP Telephony Technology
- Experience working in the Manufacturing domain would be a strong asset
- Experience working in a similar role would be a strong asset

**Education**
- Diploma in Computer science or similar field.
- Any certification on help desk / desktop support / networking or similar.

**Working Conditions**
- Intermittent travel may be required to support the IT department, attend meetings and training sessions.
- Operate primarily in an office environment.
- Pressure to produce tangible results and complete projects within tight timelines.
- Lifting and/or carrying anywhere from 0 lbs to 20 lbs.
- Routinely uses standard office equipment such as laptop computers and smartphones.

**Send Us Your Resume**

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

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

Work Location: One location

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