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IT Support Technician

2 weeks ago

Delta, Canada Quadra Full time

**Position**: IT Support Technician

**Location**: Delta, BC - Edmonton, AB, - Calgary AB

**Status**: Permanent, full-time (1)

We are currently looking for an IT Support Technician for one of our Western Canada offices. Working closely with the Global Digital Support Group team, the IT Support Technician will be the main point of contact locally on all IT support-related areas and globally to support employees across North America.

**Responsibilities**:

- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Contribute to implementing formalized processes to help ongoing and future Digital Team operations
- Support add/move/change requests - including desktops/laptops, printers and other peripherals
- Build rapport and elicit problem details from service desk customers
- Prioritize and schedule problems, escalate problems (when required) to the appropriately experienced technician
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions are taken, through to final resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Provide preventive and corrective maintenance of workstation and software, including checking and cleaning of workstations, printers, and peripherals
- Reinforce SLAs to manage end-user expectations

**Qualifications**:

- College diploma or university degree in the field of computer science and four years equivalent work experience
- Certifications in CompTIA+ and ITIL is an asset
- Exceptional written and verbal communication skills in English. French is an asset.
- Working technical knowledge of network and PC operating systems, of current network protocols and standards and basic understanding of programming languages
- Knowledge of applicable data privacy practices and laws
- Experience with desktop and server operating systems and working knowledge of a range of diagnostic utilities
- Exceptional customer service orientation, organizational and problem-solving skills (project management skills a definite asset)
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Highly self-motivated and directed and the ability to work independently and handle pressure
- Willing to travel

Why Quadra?
- Essential Services Company
- Full-time position (daytime schedule, 37.5 hours per week)
- Competitive salary
- Competitive benefits coverage
- Programs offered to employees to increase quality of life (Wellness)
- Virtual wellness and mental health programs with a global healthcare leader
- Private, family-owned company with a solid infrastructure
- Incentive program
- Pension plan with a match
- Nice working atmosphere on a daily basis (Great Place to Work Certified)
- Caring and Having Fun are part of our Core Values
- Company that embraces Diversity & Inclusion
- Employee Assistance Program (EAP)
- Opportunity for advancement and professional development
- Social activities organized by the company
- Employee recognition program (years of service, merit award, etc.)
- Sick days and vacations