IT Help Desk Support

2 weeks ago

Edmonton, Canada ICT Group Full time

**Summary**:
Under the supervision of the IT Manager, the Help Desk Support Technician is a key role in our IT department, dedicated to providing outstanding support for the company's technology users. This includes a range of tasks from hardware and software support to troubleshooting and maintenance.

**Job Scope and Responsibilities**:

- Accurately diagnose and resolve hardware and software issues on various devices such as desktops, laptops, and mobile devices.
- Install, configure, and manage hardware and software, including but not limited to printers, scanners, and other peripherals.
- Monitor and ensure the smooth functioning of computer systems and networks, focusing on user-facing equipment rather than backend systems like servers.
- Efficiently identify issues requiring more advanced intervention and escalate these to the relevant IT personnel.
- Maintain accurate records of IT equipment and assist in inventory management.
- Contribute to IT-related projects on an as-needed basis, focusing on tasks suitable for entry-level technical expertise.

**Previous Experience with the Following is an Asset (but not required)**:

- Basic familiarity with virtualization software (e.g., VMWARE).
- Understanding of backup processes.
- Exposure to SQL databases.
- Experience with analytics tools such as Tableau.
- Knowledge of customer relationship management (CRM) and enterprise resource planning (ERP) systems.
- Familiarity with Microsoft Exchange Server and Cisco Firewalls.
- An understanding of Linux Servers.

**Job Qualifications**:

- An associate degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 1-2 years of experience in a help desk or technical support role is preferred.
- Basic understanding of networking technologies and protocols, such as TCP/IP, DNS, DHCP, and VPN.
- Proven skills in troubleshooting and resolving both hardware and software issues.
- Exceptional communication and customer service skills, capable of explaining technical concepts in easy-to-understand terms.
- Ability to work independently, effectively prioritize tasks, and manage time in a dynamic environment.

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Edmonton, AB T6N 1C7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 1 year (preferred)

Work Location: In person

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