Help Desk Technician

6 days ago

Lethbridge, Alberta, Canada TLD - IT & AV Solutions Provider Full time
About the Role

We are seeking a highly skilled and motivated IT Support Specialist to join our team at TLD - IT & AV Solutions Provider. As a key member of our technical support team, you will be responsible for providing exceptional support to our clients, ensuring their technology needs are met with efficiency and expertise.

Key Responsibilities
  • First-Level Support: Handle and resolve first-level service requests for all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.
  • Hardware Maintenance: Provide hardware maintenance support on laptops, desktops, and printers, including ordering replacement parts and replacing them using warranty processes.
  • Issue Escalation: Research and escalate issues to the proper resources within the TLD Technical Support team.
  • Documentation: Document all support issues, resolutions, and time in the company-approved ticketing systems.
  • Client Communication: Communicate with clients in a professional and timely manner, keeping them informed of incident progress and notifying them of impending changes as per the TLD process.
  • Documentation and Reporting: Produce and provide simple documentation for Statements of Work (SOW) and communicate clearly within all company staff and clients on the progress of a project as required.
  • Vendor Training: Participate in vendor training as required.
Requirements
  • Education and Experience: Completion of a CompTia A+ certification is a requirement. Other CompTia certification is an asset. Completion of a Computer Science Degree or Information Technology Certificates such as CompTia or MCSA is also required. Mac OS knowledge is preferred.
  • Technical Skills: 1+ years of personal computer experience, including hardware support, such as motherboard, keyboard, memory, etc. replacements. Printer maintenance, such as replacing parts on printers and resolving issues. A strong understanding of operating systems, business applications, printing systems, and network systems.
  • ITIL Process and Procedures: Understanding of ITIL process and procedures.
  • Computing Infrastructure and Application Deployment: Understanding of areas of computing infrastructure and application deployment, including but not limited to: networking and telecom, operating systems, active directory, integration technologies, storage and server technologies, and security concepts.
What We Offer
  • Comprehensive Benefits Program: Comprehensive medical, dental, prescription drug, and vision coverage for you and your family.
  • Employee Discount Program: Employee discount program.
  • Ongoing In-House Training & Education Courses: Ongoing in-house training and education courses.
  • Employee Family Assistance Program: Employee family assistance program.
  • Employee Recognition Program: Employee recognition program.
About TLD

TLD is a corporate subdivision of London Drugs Limited and provides business-to-business solutions across Canada. We are committed to building an inclusive and diverse workforce, and we strive to create a work environment that is respectful, supportive, and inclusive of all employees.

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