Help Desk Tier I

Position Summary:
**Acuren is actively recruiting for a Help Desk Tier I Technician** position located at our Saint John, NB office. This role offers an exciting opportunity for individuals looking to thrive in a dynamic industrial environment, providing ample chances for personal growth and continuous learning. If you are seeking a position where you can contribute to a collaborative team and enhance your skills in a supportive setting, we invite you to explore this opportunity with us.

**Responsibilities**:
The position will focus on the following areas that include but are not limited to.

**User Support and Troubleshooting**:

- Responding to user inquiries and aiding with technical issues.
- Troubleshooting hardware and software problems to identify and resolve issues promptly.
- Offering step-by-step guidance to users for problem resolution.

**Ticket Management**:

- Logging and categorizing support requests into a ticketing system.
- Assigning priorities to tickets based on the nature and urgency of the issue.
- Tracking the status of open tickets and ensuring timely resolution.

**Password Resets and Account Management**:

- Assisting users with password resets and account unlock requests.
- Managing user accounts, including creating, modifying, or deactivating accounts as needed.
- Verifying user identity before providing access or making changes to accounts.

**Documentation and Knowledge Base Maintenance**:

- Creating and updating documentation for common issues and solutions.
- Adding new information to the knowledge base to facilitate quicker issue resolution.
- Ensuring that troubleshooting steps and solutions are well-documented for future reference.

**Requirements**:

- Completion of secondary education in Information Technology (IT) along with a minimum of 1 year of experience in a Technical Support or Help Desk role.
- Strong understanding of internet security and data privacy principles.
- A valid driver’s license with the ability to travel locally to office sites as needed.

**Core Competencies**:

- Excellent written and verbal communication skills.
- Effective active listening skills.
- Strong customer support capabilities.
- Demonstrates eagerness to learn and adapt to both existing and emerging technologies.
- Exceptional attention to detail and follow-through.
- Ability to be flexible, multi-task, and prioritize tasks effectively in a fast-paced work environment while maintaining a high level of focus and accuracy.
- Ability to match resources to technical issues appropriately.
- Willingness and ability to generate and maintain clear technical documentation and records.
- High level of professionalism and the ability to maintain confidentiality.

**Preferred Qualifications**:

- Knowledge of networks, including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless networks.
- Familiarity with and some experience in Active Directory and MS Exchange.
- Understanding of and some experience with O365 and Azure.
- Knowledge of support tools, techniques, and how technology is utilized to deliver IT services.

**Benefits**:
The strength of Acuren lies in its outstanding people. As a rapidly growing, intensely innovative, international privately held company, the opportunities to pursue challenging and diverse career development paths are vast.

Complemented by an attractive and comprehensive total compensation package, including paid time off, employer paid benefits, RRSP + Company match, tuition grants, discounted fitness memberships and insurance offerings, employee assistance programs and more At Acuren we commit to the principles of a respectful workplace and offer tremendous opportunities to those who wish to succeed.

Company Overview:
As an organization, our strength comes from the ability to embody our core values - People First, Integrity Always, Pride In Our Work, and Growth Together. None of these values is more important than People First, and we are honored that our people decided the company is worthy of being included in the Forbes 2024 List of Canada's Best Employers.

Acuren is a trusted, single source provider of technology-enabled asset protection solutions used to evaluate the structural integrity of critical energy, industrial and public infrastructures. Committed to delivering a Higher Level of Reliability, Acuren provides an unrivaled spectrum of capabilities including inspection, traditional and advanced NDE/NDT, failure analysis, rope access, materials engineering, field engineering, reliability engineering, drones, robotics, V-Deck and condition-based monitoring services.

Our work is critical to the integrity and safety of industrial firms, including petroleum refinery, pipeline, power generation, pulp & paper, mining, pharmaceutical, aerospace and automotive industries. Acuren employs over 5,000 dedicated professionals supporting the mechanical integrity and inspection programs of the world’s largest industrial segments.

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