IT Help Desk and Support Technician

**Summary**:
The ZYUS vision is to elevate cannabinoid-based therapeutics as a standard of care and expand the potential of protein-based formulations in pursuit of a transformational impact on patients’ lives around the world.

**ZYUS. Advancing the science of well-being.**

J**oin Our Team as an IT Help Desk Technician (6-month term)**

Are you a tech-savvy problem solver with a passion for providing top-notch technical support? We're on the lookout for a skilled IT Help Desk & Support Technician to join our dynamic team and make a real impact

**Position Overview**:
The IT Help Desk & Support Technician is responsible for providing essential technical support and assistance to end users within the organization. This role involves ensuring the smooth functioning of computer systems and networks while maintaining security. The Help Desk Technician will address user inquiries, resolve technical issues, perform hands-on hardware and software maintenance, and collaborate with vendors when necessary.

**Your Contribution**:

- **Tier 1 Support**: Provide initial technical support to end users, addressing their inquiries and resolving common issues.
- Customer Experience: Deliver a consistently positive and helpful customer experience while assisting end users.
- **Incident Lifecycle Management**: Handle the complete lifecycle of incidents and service requests, from initial receipt and detection to resolution and closure.
- **Record Keeping**: Follow established processes to maintain accurate records of inquiries, incidents, and service requests.
- **Triage and Diagnostics**: Act as the first point of contact, conducting high-level triage and diagnostics to assess and troubleshoot problems, and prioritize responses within the IT ticketing system.
- **Hands-On Support**: Provide hands-on hardware and software maintenance and support to end users as needed.
- **Network Security**: Ensure the maintenance of network security protocols to safeguard sensitive data and system integrity.
- **Network Account Management**: Set up, maintain, and manage network accounts, including creating/removing accounts and assigning folder permissions.
- **Backup and Recovery Services**: Provide backup and recovery services, including data retrieval, distribution, and maintenance of backup records and virtual storage.
- **Deployment Coordination**: Coordinate the deployment of computer equipment, ensuring proper setup and functionality.
- **Data Transfer**: Perform data transfer between computers, ensuring data continuity during hardware upgrades or replacements.
- **Record Maintenance**: Keep detailed records of new installations, relocations, and equipment changes.
- **Software and Hardware Upgrades**: Manage software and hardware upgrades as needed to maintain system efficiency.
- **Basic Training**: Provide basic training to staff, management, and co-workers to enhance technical knowledge.
- **Vendor Collaboration**: Collaborate with vendors to escalate and resolve issues and assist with product implementation.

**What You Will Bring**
- A post-secondary education in Computer Systems Technology or a related field is required. This could be in the form of a diploma, associate's degree, bachelor's degree, or equivalent certification (e.g., A+, Network +, MCSE).
- **Advanced Computer Skills**: Proficiency in using a variety of technologies and software, including MS365, Active Directory, VoIP systems, VMWare, and Azure.
- **Service Desk Tools**: Familiarity with service desk tools and software to efficiently manage and track user requests and incidents.
- **Communication Skills**: Strong verbal and written communication skills to effectively interact with end users of varying levels of technical knowledge and convey information clearly.
- **Interpersonal Skills**: Ability to provide excellent customer service, build rapport, and maintain a positive and helpful demeanor when assisting users.
- **Asset/Inventory Management**: Skills in managing IT assets and inventory, ensuring accurate records and efficient resource allocation.
- **Analytical and Problem-Solving**: Strong analytical skills to diagnose and troubleshoot technical issues, identify root causes, and implement solutions effectively.
- **Decision-Making**: Capable of making informed decisions quickly, especially in high-pressure situations requiring prompt technical support.
- **Work Ethic**: Demonstrates a strong work ethic, reliability, and a proactive approach to tasks. Willingness to take on diverse responsibilities as needed.
- **Driver's License**: Possess a valid driver's license where required for occasional off-site support or equipment transportation.

**Application Process**

We offer a competitive compensation package that is determined by skill level, education and experience. We thank all the applicants; only those selected for an interview will be contacted.