Service Desk Technician
2 months ago
Are you passionate about achieving excellence? Do you seek out opportunities to make a meaningful impact and take part in reaching new milestones? If so, we would love to hear from you.
As a trusted partner for our clients, we have been committed to delivering a comprehensive range of engineering, procurement, and construction management solutions since 2004 to the transportation, energy and agriculture industries. Our team of dedicated, agile, and efficient professionals is based in Calgary, Alberta, and has provided exceptional services to clients across North America. We are a growing company with a culture based on teamwork and supporting each other's professional growth all while having fun.
Our team is looking for a **full-time Service Desk Technician - Level 1 **who is driven to deliver their best work every day and are committed to working collaboratively to achieve shared goals. If you are looking for a challenge and want to contribute to your professional growth, this is the place for you. If you see yourself on a team that upholds quality work, builds connections with fellow staff, contractors, and clients, and likes to have fun, then do not let a perfect opportunity pass you by.
The Level 1 Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
**RESPONSIBILITIES**:
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed and provide suggestions for continual improvement.
**QUALIFICATIONS**:
- Experience with IT Applications, processes, software and equipment including: Windows, MacOS, Azure AD (Entra), M365 Admin (Exchange, InTune, Teams, SharePoint, OneDrive).
- Working knowledge of a range of diagnostic utilities.
- Familiarity with the fundamental principles of ITIL.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- 1-3 years experience.
- Technical Diploma or equivalent
- Certifications considered: A+, N+, MCP, MCSA, MCSE, CNA
All applicants must be legally entitled to work in Canada and be a resident to be considered for the position. We are committed to employment equality.
**Benefits**:
- Extended health care*
- Vision care*
- Dental care*
- Life insurance*
- Team building
- Performance Based Bonuses*
- Mentorship program
- Career development*
- Paid vacation*
- Paid personal days*
- Quarterly town halls
- Hybrid work location
- Flexible work schedule
- Continuous education*
- Corporate events*
- RRSP Matching*
- Applicable for employees only
**Job Types**: Full-time, Permanent
Work Location: In person
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