Help Desk Technician

3 days ago


Nisku, Canada Helical Pile Solutions Ltd. Full time

Reporting to the IT Services Manager, the Helpdesk Technician is responsible for managing and facilitating the completion of Customers’ support requests related to computer systems, hardware, or software. The Helpdesk Technician will also be responsible for responding to all customer inquires, troubleshooting issues, using diagnostic tools, isolating problems, and tracking all details through the ITSM console.

**Key Accountabilities**:
**Helpdesk & Operations**
- Use remote diagnostic tools and all knowledge resources to determine root cause and aid in troubleshooting
- Resolve hardware and software technical issues for desktops, laptops, printers, and any other IT related hardware
- OS image creation, maintenance, and deployment
- Setup and deployment of IT related hardware or software for new and existing users
- Maintain inventory tracking and control of hardware and software
- Documenting all IT incidents, requests, outages, status updates and resolutions
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
- Other duties as assigned

**Administration**
- Responsible for the provisioning of licensing required for user accounts with a drive towards single sign on for all users
- Identify threats and issues with user accounts and work with lead to address
- Anti-malware and anti-virus setup, monitoring, and management
- Administer Active Directory and Azure Active Directory as per company guidelines

**Skills, Experience and Education Required**:

- Post-secondary education in Computer Science or similar equivalent work experience
- Minimum 2+ years of relevant work experience with a focus on helpdesk and administration
- Expert knowledge in Office 365 productivity and collaboration tools (SharePoint, Teams, Power Automate, Power Apps, Power BI)
- Experience in authentication and single sign on for hybrid environments
- Experience with network equipment and basic troubleshooting (DNS, DHCP, TCP/IP, Firewalls, Switches & Access Points)
- Strong skills in management of Windows Server, VMware, Active Directory, Exchange, and Office 365
- Good understanding of Cloud computing environments with a focus on Microsoft Azure
- Experience with Microsoft PowerShell
- Experience with MDM and MAM systems and solutions
- Proficiency in Linux & Microsoft Operating Systems
- Strong problem-solving and decision-making skills with focus on customer service
- Cheerful outlook, energetic, goal oriented, detail conscious and collaborator
- Excellent work ethic, good written / verbal communication skills and able to communicate effectively over various mediums while maintaining IT department’s commitment to customer excellence.
- Ability to connect to company core values (Innovation, Community, Excellence, Safety)
- IT Certification e.g., CompTIA A+, CompTIA Security+, Microsoft Certifications, etc.

**Position Requirements**
- After-hours on-call availability in accordance with company policy
- Valid driver’s license and potential use of a personal vehicle for travel
- Ability to sit for extended periods of time and use a computer
- Lifting of computers, servers, and peripheral devices
- Continual building of skills with training and certification
- Must have the ability to work in Canada without sponsorship

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

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- RRSP match
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: One location



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