Help Desk Technician

5 months ago


Airdrie, Canada Propak Systems Ltd. Full time

**Role & Responsibilities**:

- Device Support
- Basic troubleshooting of corporate device hardware and software, including but not limited to workstations, laptops, cell phones, desk phones, printers, scanners, copiers, and tablets.
- Hardware deployment and replacement
- Hardware removal
- Track and maintain inventory
- Ensure we maintain assigned stocking levels
- Help Desk software and ticket management
- Evaluate new tickets to ensure that the proper support team responds to the problem
- Follow the escalation procedure to escalate Tier 2 and Tier 3 tickets to the proper support groups
- Identify related issues to ensure that each problem is escalated to the proper support team as quickly as possible
- Ensure tickets are resolved efficiently with the appropriate resolution
- Image Creation and Deployment
- Create system images based on approved system builds
- Ensure the approval procedure has been completed prior to deployment of all system images
- Deploy system images to new and existing hardware
- Purchasing
- Obtain quotes for required equipment
- Use internal approval systems to obtain Purchase Orders
- Software Support
- Follow software licensing procedures
- Report any possible licensing infractions to System Administrator
- Basic troubleshooting of in-house and purchased software
- Work with Tier 2 and Tier 3 support groups to ensure all software issues are resolved
- User Support
- Answer basic technical questions for staff and guests.

**Qualifications**:

- All other duties as assigned by IT management
- A 2 year diploma or equivalent in Information Technology
- CompTia A+ is an asset but not required
- CompTia N+ is an asset but not required
- A class 5 driver’s license
- Personal transportation

**Required Skills**:

- Able to carry and lift items up to 50 pounds.
- Must be able to work well with others.
- Able to troubleshoot issues, evaluate solutions, implement resolutions, and possibly escalate the incident.


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