IT Help Desk Support Technician

3 months ago

Edmonton, Canada AFD Petroleum Ltd. Full time

**Is this you?**

You are passionate about providing top-notch technical support and delivering outstanding customer service. As an IT Helpdesk Support Technician, your role is pivotal in ensuring smooth IT operations in a dynamic, fast-paced environment. This is not a system administrator position; it's a chance to be at the frontline of technical assistance, solving diverse challenges every day.

You are not just great with details but excited about the many opportunities to learn new skills and technologies, with an emphasis on self-led and on-the-job learning.

**The Challenge**:
This position is NOT for just anyone.

Fitting into a company of hard-working, super-smart problem solvers who are always on the move is hard. We are looking for someone with the ability and desire to learn new tools, technologies and deliver high quality technology services and support.

This position requires a patient, communicative professional adept at diagnosing and solving IT issues for our internal users. You'll be the go-to person for technical queries, offering solutions and guidance with a customer-centric approach. You will need to be a bridge-builder and develop good working relationships with many people within the company. This can be tough for many people, but for the right person, this challenge is accepted with enthusiasm.

**Whom you are working with**:
Primarily you work alongside the IT team. However, the role involves regular interaction with non-technical staff, requiring the ability to translate technical jargon into user-friendly language. A professional attitude and ability to provide outstanding customer service to every member of every department in our company is essential.

**What you offer us**:

- A team-player mentality because you are working with many people throughout AFD
- Excellent English communication skills
- A knack for troubleshooting problems, both in software and hardware
- A user-focused approach, with the ability to prioritize tickets effectively to meet demand
- Ability to independently manage multiple tickets/issues with competing priorities and deadlines
- Ability to demonstrate and communicate technical issues to a non-technical audience
- A utility player who can flex and expand to what the position requires every day

**What you DON’T offer**:

- Analysis paralysis - need all information before making decisions or moving forward
- Needing constant direction and supervision
- A ‘lone wolf’ who prefers to work on their own

**What we offer you**:

- A family-owned business where the owner not just knows your name but is active in getting to know you
- Beautiful office because our working environment is important
- A company is filled with great people, and hopefully YOU because life is too short not to be around great people every day
- Great health and insurance benefits - medical, dental, vision, life insurance, disability, AD&D - because we believe in taking care of yourself
- We care about you as a person too, and so provide great work/life benefits:

- ** Discount on fuel** - because fuel is what we do
- ** Educational assistance** - we want you to keep learning
- ** Career pathing** - we believe in helping you can grow in ways important to you
- ** Paid orientation & training** - we will set you up for success
- ** Service awards** - recognizing your hard work every day is important, and these awards are important for everyone to recognize excellence
- ** EAP program** - we care about your whole self because that is what you bring to work every day
- ** Five Personal Days**:

- To be used for sick days or personal appointments because taking care of you / family is most important job in your life.
- ** Referral rewards** - bringing in other great people makes sense, and you should be rewarded well
- ** Business casual dress code** - professionalism and jeans co-exist. Be comfortable, be yourself because that is when you will bring your best

**What you will do day-to-day**:

- This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. in the office.
- Resolve daily technical issues reported by end users in the company
- Make effective use of ticketing system to record, track, and follow-up on open incidents and ensure resolution within the established SLAs
- Troubleshoot problems with laptops, desktops, cell phones and other equipment and perform hardware replacements or upgrades as needed
- Liaise with vendors and service providers to ensure ongoing support and maintenance of systems
- Assist in creating and maintaining system documentation and operational support documents
- Stay informed on new or emerging trends and technologies that provide benefits to the organization, business partners, and / or customers.
- Desktop lifecycle management
- Provide support and make use of a wide range of IT related platforms
- Plan and execute various IT projects as instructed by the IT Manager
- Maintain local infrastructure, such

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