Help Desk IT Support Technician

3 weeks ago


Sherwood Park, Canada Blackstone Industrial Services Inc Full time

The Help Desk IT Support Technician is responsible for providing remote and on-site technical support to users in an efficient and accurate manner. Help Desk is the front line and responsible for solving basic technical problems. The Help Desk’s objective is to quickly identify a customer’s issue and resolve basic desktop issues with that user._

**Responsibilities**
- Create tickets ,collect & track basic client information such as:

- Business Unit
- User
- Issue
- Who’s effected
- Perform basic Help Desk troubleshooting
- Password resets
- Add/Remove O365 licenses
- Fix broken mapped network drives
- Add/remove PC user (Local/Domain)
- Install updates
- Add printers (Local and Networked)
- Install client-side software
- Troubleshoot client-side network connections
- SharePoint permissions and accesses
- Act as HelpDesk Tier 1 escalation
- Perform Intermediate HD Troubleshooting (Expected resolution time of 30min or less)
- Restore files
- Identify and address network outages
- Troubleshoot group policies
- Troubleshooting site-to-site and point-to-site VPN issues
- Address network connectivity issues
- Review PC space and OneDrive sync issues

**Education & Experience**
- 1-3 years of experience in Help Desk or IT support position
- High School diploma or GED equivalent
- Effective written and oral communication skills
- Strong networking knowledge
- Ability to problem solve and troubleshoot
- Familiar with Windows Azure Server and Exchange Online
- Excellent verbal and written communication skills
- Detail-oriented and organized
- Ability to multitask and excellent time management skills
- Work as a proactive team member in an office setting
- Fast-paced learner with 1-2 week training period
- Working knowledge of Microsoft 365 Suite and Office
- Working knowledge of Microsoft Windows OS



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