Help Desk Technician

**Title**:Help Desk Support Technician

**Reports To**:Automation & Software Development Manager

**Summary**

The Help Desk Support Technician is responsible for timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations, electronics and electrical systems. Major accountabilities will include client servicing, completion and follow-up on client communication and documentation.

This will be accomplished by performing question/problem diagnoses, guiding users through issue resolution, communicating technical solutions in user-friendly language, and conducting end-user training where necessary. Help Desk Support is also responsible for recording problems/solutions within the help desk call-tracking system.

**Core Competencies**
- Customer Focus
- Communication
- Energy & Stress
- Team Work
- Quality Orientation
- Problem Solving
- Accountability and Dependability
- Operating Equipment
- Ethics and Integrity

**Job Duties**
- Resolve end-user IT issues, such as custom software questions, PC hardware problems, Internet connectivity, configurations, and so on.
- Responsible for documentation accuracy and follow up, when required, and collating reports as directed.
- Resolve electronic and electrical issues associated with TMS custom built hardware and other related hardware.
- Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Perform in-person, on-site repairs of TMS supplied electronic hardware.
- Diagnose and resolve minor network issues (e.g. LAN access).
- Recognize and escalate deeper and more complex issues to senior support technicians.
- Assist PC and network technicians by troubleshooting software, hardware, and network issues.
- Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
- Prioritize work orders/help desk tickets according to severity.
- Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets).
- Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
- Always maintain a high degree of professionalism, courteousness, and friendliness.

**Requirements**:

- Excellent customer service skills required. Ability to listen to and deliver customers’ needs. Timely follow up. Excellent phone etiquette and presentation skills. Able to foster and maintain excellent relationships with clients, service technicians, internal staff and other key stakeholders.
- Able to multi-task, prioritize and meet tight deadlines. Should be comfortable working in a fast-paced environment and detail oriented. Various key responsibilities require strong time management skills; strong ability to manage various documents is required.
- CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification preferred.
- Experience with computer hardware.
- Experience with electronics troubleshooting (DC and AC troubleshooting)
- Experience with Windows and Office software.
- Able to quickly analyze issues and determine best course of action using available resources.
- Sound judgment to escalate issues to senior members within the help desk organization.
- Excellent written, oral, and telephone communication skills.
- Able to communicate in user-friendly language.
- Exceptional multi-tasking abilities and prioritization skills.
- Strong customer service mindset.
- Team player able to work under pressure.
- Bilingual (English and French) an asset

**Working Conditions**
- Scheduled on call support shifts (after hours and weekends)
- Some travel may be required.

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

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care

Schedule:

- 8 hour shift
- On call

**Language**:

- French (preferred)

Work Location: In person