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IT Support Specialist

2 months ago

Calgary, Alberta, Canada Direct Tec Full time

Job Title: IT Help Desk - Tier 1

This is a full-time hybrid role that offers flexibility for some remote work. As an IT Help Desk - Tier 1, you will be responsible for providing technical support and assistance to end users, troubleshooting and resolving issues related to computer systems, hardware, and software.

Key Responsibilities:

  • Provide courteous and professional technical support to troubleshoot and resolve hardware, software, and network-related issues.
  • Document all support interactions, including details of inquiries, actions taken, and resolutions, in the ticketing system.
  • Evaluate and escalate complex or unresolved issues to Tier 2 support or internal teams, ensuring timely resolution.
  • Assist in the setup, configuration, and maintenance of computer systems, peripherals, and software applications.
  • Conduct remote troubleshooting and diagnostics to identify and resolve technical problems efficiently.
  • Educate end-users on basic troubleshooting techniques and best practices to enhance their technical proficiency.
  • Collaborate with team members to develop and update knowledge base articles and support documentation.
  • Participate in on-call rotations and after-hours support as needed.

Requirements:

  • 12 years of experience in an IT Help Desk or technical support role.
  • Strong knowledge of computer systems, hardware, and software.
  • Excellent problem-solving and troubleshooting skills.
  • Effective communication skills, both verbal and written.
  • Customer service-oriented mindset.
  • Ability to work in a fast-paced and dynamic environment.
  • IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
  • Experience with remote support tools and ticketing systems.