Tier 1 Service Desk Technician
4 months ago
We are seeking a dedicated **Tier 1 Service Desk Technician** to join our team. As our clients' first point of contact, you will provide essential technical support to resolve issues efficiently and professionally. This role requires excellent communication skills, a solid technical foundation, strong troubleshooting skills and a customer-first mindset. The most important skill you can have is knowing when to escalate and ask for help. If you have a passion for IT and are driven to help others, this is the perfect opportunity for you.
You will be required to visit client sites, which may occasionally occur without advanced notice. Therefore, a valid Class 5 driver’s license and immediate access to a personal vehicle are mandatory requirements for this role. Applicants without a personal vehicle are ineligible to apply.
**Key Responsibilities**:
- Diagnose and resolve Tier 1 issues related to hardware, software, networks, and other IT systems.
- Escalate unresolved issues to Tier 2 and Tier 3 support teams when necessary.
- Track, document, and manage all incidents, service requests, and problem tickets using a ticketing system.
- Assist with user account management, including password resets and access provisioning.
- Provide timely updates to clients on issue status and ensure issues are resolved within established SLAs.
- Guide users through step-by-step solutions and technical troubleshooting.
- Collaborate with the team to maintain knowledge bases and troubleshooting procedures.
**Qualifications**:
- **Education**: High school diploma or equivalent (required); associate degree in IT or a related field (preferred).
- **Experience**:
- 1-2 years of experience in a help desk or technical support role, preferably in a managed services or IT service provider environment.
- Familiarity with basic networking concepts, operating systems (Windows, macOS), and IT hardware.
- **Certifications (preferred but not required)**:
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- **Skills**:
- Excellent problem-solving abilities with a focus on troubleshooting technical issues.
- Strong verbal and written communication skills to assist non-technical users.
- Ability to manage time effectively and prioritize tasks in a fast-paced environment.
- Customer-oriented with a commitment to providing high-quality service.
**Physical Requirements**:
- Ability to occasionally lift approximately 23 kilograms, with a recommendation for a team approach when lifting heavy equipment.
**Salary and Benefits**:
- Competitive salary: $45,000 - $55,000, commensurate with experience.
- Eligibility for group benefits through Sun Life after completing a three-month probation period.
- Health benefits from Sun Life.
- Three weeks of paid vacation per year.
- A flexible and remote work environment.
- A supportive and collaborative team.
- Opportunities for professional development and certification reimbursement.
- A chance to make a difference for SMBs and Non-Profits.
**Shift and Schedule**:
Monday to Friday.
- Weekends as needed.
- Week-long on-call rotation every three weeks.
**Application Process**:
Pay: $45,000.00-$55,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Life insurance
- Work from home
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
**Education**:
- Secondary School (preferred)
**Experience**:
- Windows: 1 year (preferred)
- Technical support: 1 year (preferred)
Licence/Certification:
- Class 5 Licence (required)
**Location**:
- Calgary, AB (required)
Work Location: In person
Application deadline: 2024-09-22
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