Desktop Support Technician

**Responsibilities**:
Based in Edmonton, AB, the Support Technician provides remote and onsite IT support to customers of Endpoint Managed Services. The Support Technician effectively resolves IT issues with precision and care by installing, configuring, testing, maintaining and upgrading computer software and hardware, ensuring the client's issue is resolved to completion at all times.

Essential Responsibilities
- Troubleshooting (Hardware, software and peripherals) - Resolve client technical issues to completion, following appropriate troubleshooting procedures. Ensure solutions are efficient and address client needs.
- Documentation - Create and maintain a record of customer problems as well as solutions, used to ensure future troubleshooting steps are more efficient. Ensure description of problem and solution is clearly written and communicated.
- Triage of customer calls - Efficiently categorize IT problems during the first contact with a client utilizing the ticketing system.
- File Recovery - Help clients when files are deleted or misplaced by attempting to recover said files. Work with Operations Manager on file recovery as a result of a ransomware attack.
- Backup and Maintenance - Perform routine maintenance of computer and network systems as well as file backup logs.
- User Training - Perform technical demonstrations to introduce users to operational procedures of IT equipment and software. Deliver training focusing on daily usage requirements and 'tips and tricks'.
- Mobile Device Troubleshooting - Resolve client's mobile device problems with software or usage questions.
- Client Contact and Consulting - Provide clients with solutions when IT problems are complex and do not have a simple solution. Work with Operations Manager on project deliverables.
- Learning and Development - Engage in continuous learning to maintain current knowledge of IT issues, software and hardware updates.
- Onsite Support - When required, complete onsite support calls for clients. Deliver efficient and correct solutions on each service call.

Core Competencies
- Research and Problem Analysis - Has the ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details. Investigates the cause of a problem, sees causes and effects quickly, and distinguishes facts from opinions and assumptions. Distinguishes essentials from side issues and sees connections between different problems. Reviews problems by asking direct questions and using various relevant information sources.
- Communication - Is able to comprehend technical and non-technical, oral and written information provided by clients and vendors in English (including vernacular). Able to actively listen and understand the client's issue, adapting their communication style based on the client's level of understanding. Clearly articulates thoughts and expresses ideas using oral, written and visual skills. Speaks proper English and is clearly audible, making good use of their voice (volume, intonation). Uses short and clear sentences, using words other people will understand. Provides clear explanations that are easy to follow and adjusts their use of language to the level of the client or vendor.
- Adaptability - Has the ability to remain fully functional by adapting to quickly changing circumstances. Ready to change their routine or switch between competing tasks.
- Attention to detail - Has the ability to process detailed information effectively and consistently. Remains focused when dealing with detailed information, stays alert and concentrated. Is able to identify small mistakes.
- Customer Orientation - Has the ability and willingness to find out what the customer wants and needs, and to act accordingly. Is respectful to customers, no matter how challenging their problem is. Makes a thorough inventory of the client's needs and wishes by asking further questions. Informs clients about solutions that meet their needs and translates the client's wishes into the organization's products and services. Makes sure the client is satisfied and listens carefully and makes sure the client feels heard and important.
- Learning Ability Has the ability to absorb new information readily and to put it into practice effectively. Shows discipline in their studies/training and is motivated to learn. Continually reads up on relevant literature in order to improve. Understands instructions quickly and is able to perform them. Asks many questions on technical and functional matters. Recognizes their mistakes and attempts to correct or prevent them. Is able to put learnt theory into practice, and gains information from conversations that is useful for their routine, using acquired knowledge practically.

**Qualifications**:

- Working towards a post-secondary diploma or certificate in Computer Technology, Digital Media and IT, or Computing Science. Equivalent combination of education and experience (2 years) in a