Help Desk Technician

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. The Help Desk Technician position is responsible for providing the first response in answering, commenting, and responding to open incidents and support for Future Electronics users. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may include the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

**Responsibilities**:

- Provide first & second level support (both hardware and software) for all incoming Help Desk requests;
- Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;
- Perform initial problem analysis and assign problem to other appropriate staff when required;
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution;
- Perform post-resolution follow-ups to help requests;
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements;
- Assist in on-the-job training personnel when required;
- Follow instructions and pre-established guidelines to perform the functions of the job;
- Collect, organize and document all problems and solutions in the Help Desk Tracking System;
- Perform installation, configuration and set up of computer systems as per established procedures when required;
- Perform other related duties incidental to the work described herein;
- Attend and be involved during Service Desk Team meetings;
**Qualifications and Skill**
- Microsoft 365 Certified: Modern Desktop Administrator Associate.
- College diploma or university degree in the field of computer science or Min. of 2-3 years of equivalent working experience as a bilingual Help Desk Technician.
- Strong understanding of ITIL v3.
- Min. of 2-3 years of experience providing user support in an IT call center (troubleshooting, configuring,installing, tracking issues and resolving issues);
- Must have excellent communication skills (Written and spoken English and French);
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Ability to absorb and retain information quickly;
- Ability to present ideas in a user-friendly language;
- Proven analytical and problem-solving abilities;
- Ability to effectively prioritize and execute tasks in a high-pressure environment;
- Experience working in a team-oriented, collaborative environment;
- Basic knowledge of the following software and systems:
Windows OS, Microsoft Office, Citrix, Active Directory, TCP / IP, Network Printers, Desktop PCs, Desktop Imaging, Terminal Services, Remote Desktop, Incident management tools, Request Management tools.

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

**Salary**: $45,000.00-$50,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Language training provided
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

**Experience**:

- Help desk: 2 years (required)

**Language**:

- French (required)

Licence/Certification:

- work permit in Canada (required)

Work Location: One location