Service Desk Technician

2 weeks ago

Edmonton, Canada The Mustard Seed Full time

Do you have a heart for the vulnerable population? Would you like to use your skills and experience to make a difference? Come join our team We are seeking a Service Desk Technician to join our Information Technology Team.

The Service Desk Technician will be a first point of contact for IT support requests and provide first-level technical support to internal clients. The Technician must be able to prioritize the calls as to the impact the incident is having on the organization and escalate calls to the appropriate next level.

The role will also provide administrative support to the team by assisting with documentation of processes and incidents as well as cataloguing inventory and assets.

**Position Type**: Full time

**Reports to**:
**Chief Financial & Administrative Officer**

**Location**:Edmonton

**Number of positions to fill**:1

**MAJOR DUTIES AND RESPONSIBILITIES**:

- Receive and log calls into the service desk ticketing system, resolve the issue and validate with the users that the incident has been resolved.
- Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
- Aide in the purchasing of all software, hardware and other IT supplies and maintain inventory records and listings of the organizations IT assets.
- Assist in the planning, documentation, implementation, and support of the company’s computing infrastructure including servers, LANs, and WANs.
- Implement and support network security and access controls including firewalls and security policy.
- Recommend change and support the Active Directory structure including user management and Group Policy.
- Responsible for system backups, archiving, and disaster recovery.
- Monitor the daily performance of computer systems verifying the integrity and availability of all systems.
- Support a work environment that promotes The Mustard Seed’s statement of faith and values in our customer service, quality, innovation, and teamwork.

**MINIMUM QUALIFICATIONS AND SKILLS**
- Completion of college program/courses in computer science, computer program or network administration and/or a combination of education and experience is required.
- A minimum of two years’ relevant work experience.
- Demonstrate a high degree of knowledge of Microsoft operating systems and software as well as server backup software.
- Have or working towards certification in Microsoft products, servers, and network technology.
- Familiarity with how to use device manager, install devices, troubleshoot drivers.
- Knowledge on the Task Manager, Reliability Monitor, and other troubleshooting interfaces.
- Familiarity with network infrastructure (routers, wireless access points, switches, cabling)
- Experience with Azure and SharePoint environments.
- Development and system administration experience desired.
- Excellent communication, interpersonal and critical thinking skills.
- Have patience and the ability to explain solutions in a clear and concise manner.
- Develop productive and respectful relationships withcolleagues.
- Demonstrate team commitment by fulfilling commitment/duties and meetingdeadlines.
- Recognize own strengths and abilities and ask for help asrequired.

**WORKING CONDITIONS**
- Moderate mental effort required to successfully accomplish the essential job functions such as providing information, resolving discrepancies, responding to highly intense situations etc.
- Moderate physical effort is required to successfully accomplish the essential job functions, such as keyboarding to word process documents, data entry.
- The ability to occasionally lift 50lbs.
- Prolong periods of sitting in front of a computer monitors.
- The majority of time will be onsite with some remote duties required in this role.

**ADDITIONAL REQUIREMENTS**
- An Employment Background Check is required for all positions at The Mustard Seed
- As The Mustard Seed is a Christian ministry, we require our employees to agree to respect and not detract from The Mustard Seed’s Employment Values during their employment at The Mustard Seed.
- Must have legal authorization to work in Canada on a full-time basis for anyone other than current employer

**NOTE**
- Your privacy is important to us. The information we collect is used solely for consideration for employment.
- Please visit our careers page to see more job opportunities.

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