IT Services Technician
1 month ago
Job Description
Job Title: IT Services Technician (IMAC Technician)
Business Unit: Lifecycle Services
Reports to: Team Lead, Services
Location: Calgary, AB
General Accountability:
The primary responsibility is to construct, deploy, relocate, erase, install software, and dispose of computer systems, including the transfer of applications and data from decommissioned systems. Utilize Remedy to assemble systems from work orders and fulfill coordinator roles as trained. Provide technical support and maintain accountability for a diverse client base across multiple platforms.
Specific Accountabilities:
Execute internal and external deployments, necessitating the operation of company vehicles. Engage in relocations during both core and non-core business hours. Provide backup for other IMAC services when required, including the lifting of computer equipment. Address client requests submitted through the Remedy system in a professional manner. Respond promptly to Trouble-Tickets in the Service Desk queue for IMAC Build and Deploy services, ensuring compliance with SLA and maintaining quality standards. Update and maintain documentation, including Knowledge Base articles and Technical Alerts. Ensure SLA targets are met and client expectations are fulfilled or surpassed. Adhere to daily schedules as assigned. Participate in team support during non-core business hours, involving driving and lifting. Coordinate testing with clients/end-users for application validation. Oversee and monitor the progress of multiple User Acceptance Tests (UATs). Serve as the point of contact for technical issues related to the UAT process and applications under evaluation. Address client inquiries/issues received via email. Update Remedy tickets and asset information accordingly. Perform additional duties as assigned. Achieve individual and organizational goals and objectives. Implement Best Practices (ITIL) based methodologies for Problem Management, Incident Management, and Change Management. Escalate issues to the team lead and liaise with third-party vendors or clients as necessary. Foster service relationships with clients. Build rapport with vendors, ensuring timely and effective handling of escalations. Promote and embody the organizational culture through the Vision and Values of Insight Enterprises. Potential for occasional Deskside ticket assignments and related responsibilities.Skills & Abilities:
Minimum of 2 years' experience in a related role; 4 years preferred. Experience in large, distributed environments is advantageous. Ability to maintain composure in high-pressure situations, particularly with demanding clients. Demonstrates ownership and accountability for problem resolution. Strong verbal and written communication skills. Capable of managing multiple priorities effectively. Maintains a positive demeanor. Exhibits strong organizational skills and prioritization abilities. Team-oriented and delivers on timelines. High level of accuracy and attention to detail. Willingness to work at locations outside of the primary business site. Valid Full Class 5 Alberta Driver's License. Current Driver's Abstract required. Background check will be necessary.Physical Requirements
Physical tasks will include commissioning and decommissioning computer hardware, lifting and moving items. Handling weights of 21-60 lbs. Lifting requirements: occasional low-level lifting (20-50 lbs), frequent waist-level lifting (20-50 lbs), rare above-shoulder lifting (20-50 lbs), occasional front carry (20-50 lbs), rare side carry (5-20 lbs), and occasional pushing/pulling (hand carts and dollies). Sitting/driving (constant), trunk rotation (rare), crouching/squatting/kneeling/crawling (occasional), walking and standing (frequent), climbing stairs (occasional), hand use (frequent).Education
Completion of High School Diploma. Bachelor's degree in Business, Computer Science, or a related field is preferred. A+ certification is considered an asset.-
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