Help Desk Support

1 week ago

Edmonton, Canada Universal Rail Systems Full time

PERMANENT FULL-TIME POSITION

**WHO WE ARE**:
At Universal Rail Systems our work is getting and keeping Canada’s railway operators in motion - safely and sustainably We work coast-to-coast, in every railway sector, and on any size project. Our commitment is service excellence and offering our clients exceptional value. Within our team, we call this Doing It Right

**MAIN PURPOSE OF THE ROLE**:
Reporting to the IT Network Manager, the Help Desk analyst is expected to work collaboratively with a small IT team to provide technical assistance on computer systems for our staff coast to coast. This requires in-depth technical knowledge and the ability to communicate effectively to understand client problems and explain proper solutions.

**KEY RESPONSIBILITIES**:

- Lead the front line of the service desk, taking and resolving cases in an efficient manner
- User account administration
- Installs, configures, and maintains system software
- Provision end user devices: laptops, tablets and phone equipment
- Endpoint management including remote support, and patch management
- Asset management and maintain product lifecycles
- Server and network management
- Utilizing network monitoring solution to support infrastructure and escalate when needed
- Following standard operating procedures, and creating new procedures for resolutions, and when otherwise appropriate
- Recording time accurately in ticketing system, including documenting issue resolution
- Participating in projects to advance department goals
- Participating in On-Call rotation to support staff outside of standard business hours

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Ability to plan and organize activities, tasks, and resources to achieve business goals and objectives within timeframe and budget
- Rapidly adapt to changes in a fast-paced environment and reprioritize based on business initiatives
- Provide world-class customer service during client interactions
- Understanding of ITIL service management concepts
- Strong interpersonal, communication and customer service skills

**REQUIREMENTS**:

- 2-4 years of experience in a help desk or desktop support role
- Technical diploma or equivalent
- Certifications considered: A+, N+, MCP, MCSA, MCSE, CNA
- Serve as the first point of contact for internal clients seeking technical assistance
- Perform remote troubleshooting as required
- Escalate complex, unresolved issues to next level of support
- Provide information on IT products or services to clients
- Assist with projects and complex issues as required

**KNOWLEDGE, SKILLS and ABILITIES**:

- Exceptionally strong verbal and written communication skills
- Well-developed analytical, multi-tasking, and prioritization skills
- Strong interpersonal and customer service skills, with the ability to maintain confidentiality
- Resourceful, independent and results-driven
- We would like to thank all applicants for their interest, but only those selected for an interview will be contacted._

**Universal Rail Systems is an Equal Opportunity Employer**.

USC

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

Pay: $45,000.00-$55,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Employee assistance program
- Extended health care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Edmonton, AB T6B 3B8: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- IT technical support: 2 years (required)

Work Location: In person

Application deadline: 2024-06-05

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