Help Desk Specialist

**Graybar Canada**:
Graybar Canada is a subsidiary of Graybar Electric Inc., a Fortune 500 company and one of North America's oldest and largest electrical distributors. Headquartered in Halifax, Nova Scotia, we operate 30 branches across Canada.

We're one team with best-in-class manufacturers and experts across nine verticals: automation, lighting, communications and data, electrical supply, wire and cable, energy, oil and gas, security and technology and broadband service provider (utility). Our dynamic team of highly trained specialists are passionate about using the power of collaboration and unconventional thinking to pioneer innovative solutions for our customers.

We categorically reject the notion that we're just an electrical product distributor. We're in the business of solving our clients' problems. We're in the business of simplifying our customers' projects. And we do that by combining industry expertise, passionate people, relationship-driven service and best-in-class products so you can build more efficiently and profitably.

Graybar Canada currently has an exciting career opportunity available out of our **Halifax, Nova Scotia** Corporate Office.

**Helpdesk Specialist**:
Position Summary:
**Responsibilities**:

- Provide assessment, perform intermediate level technical troubleshooting and support, and where possible, provide resolution
- Provide remote assistance to end-users using TeamViewer or Windows Remote Assistance
- Provide technical support for Microsoft Windows, Microsoft Office, Apple iOS, Android, basic networking, and a wide range of apps and services
- Monitor daily backup tasks, report warnings or failures to appropriate business groups, and prepare tape backups for offsite pickup and delivery
- Develop and maintain administrative documentation
- Work with partners and consultants on escalated issues, contracts, or projects
- Enroll in technical training when and complete certifications when directed
- Proactively create or update of technical knowledge base articles using Atlassian Confluence
- Take ownership of escalated requests and issues and follow-up with end users to provide status updates
- Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures
- Participate in on-call schedule rotation (weekly, once every 6-8 weeks)
- Analyze systems and map processes using Microsoft Visio and related tools
- Work in a matrix environment, particularly in cross-functional teams across multiple lines of business, over whom there may be no direct authority
- Adhere to company policies and industry regulations
- Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives

**Requirements**:

- Diploma or degree with concentration in computer science or computer related courses
- Experience in technical customer support
- Experience troubleshooting computer hardware issues
- Experience troubleshooting basic networking issues
- Experience with helpdesk management software, such as Jira Service Management, and other tools, to effectively lead, manage, monitor, and control helpdesk activities

**Desired Skills & Experience**:

- Desire to improve the overall technical user experience with relation to apps, services, and helpdesk
- Highly self-motivated and detail oriented.
- Enthusiasm for continual learning with a passion for learning innovative technology
- Effective verbal, written and interpersonal skills. Ability to speak to technical-level staff and develop written reporting and presentational content with level-appropriate messaging up to and including the senior executive level.
- Strong communications, organizational, and problem-solving skills
- Experience working in a team-oriented, collaborative environment
- Must be able to speak and write fluent English with advanced grammar and composition skills
- Bilingual: French and English is an asset

This is a brief outline of position responsibilities and does not intend to be all-inclusive of the current or future duties, responsibilities or reporting relationships of the position.

Graybar Canada offers a competitive compensation and benefits package
- Health and Dental Benefits
- Life & AD&D Insurance
- Employee Profit Sharing Program
- Long Term Disability Benefits
- Group RRSP Matching
- Corporate Fitness Membership Program
- Employee Share Purchase Program
- Computer Purchase plan
- Tuition Reimbursement Program
- Service Awards Program
- Scholarship Program for Employee’s Children

The above is a brief outline of position responsibilities and does not intend to be all-inclusive of the current or future duties, responsibilities or reporting relationships.

If you are highly motivated and have a passion for customer service, and are looking for a fun, rewarding career, we would be pleased to talk to you about joining Grayb