IT Help Desk L1

This position requires you to respond to and provide after-hours support during emergencies or escalated issues with the possibility of travel, as required.

**RESPONSIBILITIES**
- Handle user interactions with diplomacy and tact; gauge a user's technical abilities and communicate in a non-condescending fashion using appropriate technical or non-technical language
- Identify and resolve IT issues and requests in a timely manner
- Escalate and communicate issues with higher tiers within the IT department
- Ensure all work is properly and thoroughly documented using Fastco’s ITSM system
- Install and upgrade IT hardware and software
- Assist with onboarding new employees and ongoing IT training
- Assist with IT documentation and technical specification sheets
- Support and assist in maintaining the IT hardware inventory
- Microsoft 365 support — Frontend support for all Business Apps
- Stay up to date on IT skills and industry best practices
- Provide remote support; Branch and Mobile user support
- Support Fastco’s VoIP and Call center system
- Provide on-call after-hour IT support on a rotational basis
- Assist in IT infrastructure projects
- Responsibilities will evolve accordingly with IT infrastructure changes

**BEHAVIOURS RELATED TO THE FUNCTION**
- Excellent analytical and problem-solving skills
- Adept at documentation and process-oriented
- Excellent technical understanding
- Able to multi-task, prioritize, manage workload and adapt to changing business conditions
- Strong organizational skills
- Dynamic personality, excellent interpersonal skills, facilitator, self-motivated and drive.
- Excellent verbal and written communication skills
- Demonstrates a positive attitude in work and remains calm in stressful situations
- Demonstrates a high degree of adaptability and initiative
- Comfortable learning new technologies quickly, and perpetually

**ACADEMIC ASPECTS AND EXPERIENCE**
- Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
- Experience and knowledge in computer and mobile hardware
- Minimum of 1 year experience with Microsoft Windows systems
- Knowledge of Active Directory (Experience a strong asset)
- Knowledge of the OSI Model, LAN, WAN, Wireless, and VPN technologies
- Knowledge of NTFS and Share systems (Experience a strong asset)
- Experience supporting Microsoft 365 Apps (SharePoint an asset)
- Experience with MacOS environments and software (Creative Cloud an asset)
- Knowledge of SAP ByDesign an asset (Experience with SAP products an asset)
- Strong knowledge in IT end-user help desk activities
- Experience or knowledge of the automobile industry an asset
- French and English is a must; Fluent spoken and written

This position may require occasional travel to the Calgary area.

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

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- RRSP match
- Store discount
- Tuition reimbursement

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Vaudreuil-Dorion, QC: reliably commute or plan to relocate before starting work (required)

**Language**:

- French (preferred)
- English (preferred)

Work Location: One location