Service Desk Technician

Do you have a heart for the vulnerable population? Would you like to use your skills and experience to make a difference? Come join our team We are seeking a Service Desk Technician to join our Information Technology Team on a contract basis for six months with the potential to lead to full-time support.

Reporting to the Director, Information Technology, the Service Desk Technician will be a first point of contact for IT support requests and provide first-level technical support to internal clients. The Technician must be able to prioritize the calls as to the impact the incident is having on the organization and escalate calls to the appropriate next level. The role will also provide administrative support to the team by assisting with documentation of processes and incidents as well as cataloguing inventory and assets. In addition, the position will also entail support in system administration and/or system development on an as-needed basis as well.

**Employment Type**: Fixed Term (September 2024 to April 2025)
**Schedule**:Monday to Friday
**Reporting to**: Manager, Information Technology
**City**: Edmonton, AB
**Number of Positions to Fill**: 1
- RFR #: 926_

**DUTIES AND RESPONSIBILITIES**:

- Receive and log calls into the service desk ticketing system, resolve the issue and validate with the users that the incident has been resolved.
- Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
- Aide in the purchasing of all software, hardware and other IT supplies and maintain inventory records and listings of the organization’s IT assets.
- Assist in the planning, documentation, implementation, and support of the company’s computing infrastructure including servers, LANs, and WANs.
- Support in the monitoring, configuration, upgrade, and overall maintenance of Windows Server hardware, operating systems, and related services, including providing recommendations on changes and assistance to the Active Directory structure, such as in user management and Group Policy.
- Implement and support network security and access controls, including firewalls and security policy.
- Responsible for system backups, archiving, and disaster recovery.
- Monitor the daily performance of computer systems verifying the integrity and availability of all systems.
- Provide web development and Cloud integration expertise and support on cloud-based platforms such as Salesforce, UKG, Office 365, and SharePoint
- Proactively evaluate new technologies and participate in decision making regarding solving future technical issues and long-term technical direction.
- Ensure new technologies or processes have appropriate documentation, support, and training plans for successful deployment to the business.
- Support a work environment that promotes The Mustard Seed’s statement of faith and values in our customer service, quality, innovation, and teamwork.
- Perform other duties as assigned.

**MINIMUM QUALIFICATIONS AND SKILLS**
- Completion of college program/courses in computer science, computer program or network administration and/or a combination of education and experience is required.
- Have or are working towards certification in Microsoft products, servers, and network technology would be considered an asset.
- A minimum of two years’ relevant work experience.
- Demonstrate a high degree of knowledge of Microsoft operating systems and software as well as server backup software.
- Familiarity with how to use device manager, install devices, and troubleshoot drivers.
- Knowledge of the Task Manager, Reliability Monitor, and other troubleshooting interfaces.
- Familiarity with network infrastructure (I.E., routers, wireless access points, switches, and cabling).
- Experience with Azure and SharePoint environments. Familiarity in Salesforce would be a bonus.
- Proficiency in programming languages such as PHP and Python would be considered an asset.
- Development and system administration experience desired.
- Excellent communication, interpersonal and critical thinking skills.
- Have patience and the ability to explain solutions in a clear and concise manner.
- Develop productive and respectful relationships with colleagues.
- Demonstrate team commitment by fulfilling commitment/duties and meeting deadlines.
- Recognize own strengths and abilities and ask for help as required.

**WORKING CONDITIONS**
- Moderate to extreme mental effort required to successfully accomplish the essential job functions such as providing information, resolving discrepancies, responding to highly intense situations, and etc.
- Moderate physical effort is required to successfully accomplish the essential job functions, such as keyboarding to word process documents, data entry.
- Ability to work on multiple projects concurrently and juggle multiple priorities.
- The ability to work outside regular business hours, including weekends.
- The ability to occasionally lift up