Help Desk Tier I

Position Summary:
**Acuren is actively recruiting for a Help Desk Tier I Technician** position located at our Oakville, ON 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**:

- High school diploma as well as a minimum of 1 year of experience in a technical support or Help Desk role.
- Able to work rotating schedule on-call schedule (Approx. 1 week every 12 weeks)
- Bilingual (English/French)
- A valid driver’s license with the ability to travel locally to office sites as needed.
- Excellent written and verbal communication skills
- Effective active listening skills and strong customer support skills
- Demonstrates eagerness to learn existing and emerging technologies.
- Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
- Ability to match resources to technical issues appropriately.
- Ability and willingness to generate and maintain clear technical documentation and records.
- High level of professionalism and ability to maintain confidentiality.

**Core competencies**
- Knowledge of networks including but not limited to TCP/IP, DNS, DHCP, switches, routers, firewalls, and wireless networks.
- Knowledge of and some experience with Active Directory and MS Exchange
- Knowledge of and some experience with O365 and Azure
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Good knowledge of Internet security and data privacy principles

**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 and a commitment to the principles of a respectful workplace, Acuren offers tremendous opportunities to those who wish to succeed.

Company Overview:
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 4,000 dedicated professionals supporting the mechanical integrity and inspection programs of the world’s largest industrial segments.

Acuren is a market leader. Our formula for success is straightforward: be capable locally, with certified and well-equipped personnel supported by trained, experienced leaders. Continuing to build on a strong heritage of safety, quality and professionalism, Acuren strives to maintain incident free work environments, pursues advanced technical developments, and supports reliability programs that are valued by clients and employees.

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