Desktop Support Technician

Organization Summary

Building on 35 years of experience as Merit Contractors Association and Merit National, OpenCircle elevates employers and employees by supporting well-being in work, life, and the spaces in between. As a membership association supporting construction and industry partners across Canada, OpenCircle supports their client companies and their employees with sustainability and growth. As changes occur globally and at home in Canada, they shine the spotlight on the employer-employee relationship, encouraging diverse thinking on how to best support employees and their families.

Overview

Come join our growing IT team at OpenCircle Our team’s mission is to empower our employees in the use of technology to its full potential and be safe while doing it.

This role is an opportunity to help build an efficient and robust ‘co-managed’ environment. We have a relationship with a local MSP in the area and are looking for a full-time, in-house Desktop Support Technician. This position will help continue to build on the track record of supporting all our employees with the right tools to get their jobs done. A large focus will be on people skills and using our IT knowledge to go beyond break-fix and offer mentoring and training on how to work smarter with our tools.

What will you do?
Reporting to the Director of Information Technology, the Desktop Support Technician will help resolve end-user productivity issues as they relate to IT operations. This will be accomplished by asking the right questions, diagnosing the problem, guiding users through to issue resolution, communicating technical solutions in user-friendly language, conducting end-user training where necessary, and recording all problems and solutions within our ticketing system.

Support services to be delivered on-site in Edmonton, Alberta. Occasional travel to Calgary, Alberta may be required.

Job Responsibilities
- Resolve end-user IT issues such as password reset, software questions, hardware problems, Internet connectivity, configurations, and so on across a variety of hardware devices (i.e. desktops, laptops, servers, tablets, cell phones).
- Recognize and escalate deeper and more complex issues to our IT Contractor and internal team.
- Accurately and thoroughly document configurations and tickets, including resolutions into ticket management system; maintain vigilant maintenance of this process.
- Provide training to clients, teaching basic IT skills to minimize unnecessary tickets.
- Providing assistance in some building maintenance projects, including lifting, pulling, pushing, and dragging boxes, furniture, and storage items.

**Qualifications**:

- Post-secondary education in information technology, Systems Administration program preferred.
- 1-3 years of experience in a desktop support or systems administration position is required.
- A valid Class 5 drivers license is required.
- Experience working in the Managed Service Provider (MSP) industry is considered as asset.
- Flexibility to work outside of regular business hours is required.
- Ability to use tact and diplomacy when handling sensitive information.
- Always maintain a high degree of professionalism, courteousness, and friendliness.
- Collaborative self-starter who is driven to optimize processes and has interest in pursuing online courses and certifications.
- Excellent written and verbal communication skills.
- Creative and innovative thinker.
- Effective delivery of complex information in a clear and concise manner.
- Exemplary time management.
- Familiarity with Desktop, Microsoft Office 365 productivity suites, and Fortinet.
- High attention to detail and organizational skills.
- High level of integrity, confidentiality, and accountability.
- Provides and practices sound judgment using independent decision-making.
- Sound analytical thinking, planning, troubleshooting, prioritization, and problem-solving skills.
- Strong customer service mindset
- Strong problem identification and research skills, with the ability to quickly analyze information to address issues and determine the best course of action using available resources.
- Understanding of active directory, mail, and line of business account creation.

Physical requirements may include:

- Lifting, pulling, pushing, and dragging boxes, furniture, and storage items.
- Any limitations on ability to lift, pull or push must be disclosed so that appropriate modifications and accommodations will be considered.

Core Competencies
At OpenCircle we strive to provide a workplace culture that aligns with our employees’ personal values. Core competencies for this role, to align well with our workplace culture, are:

- Agility
- Result-oriented
- Client-focused
- Communication
- Solution-based thinker
- Creative problem solving
- Self-motivation