IT Help Desk Technician

**Are you passionate about IT? Do you possess sound judgement with the ability to resolve complex IT issues? Do you excel in a fast-paced and dynamic work environment?**
The Bi-Lingual (English/French) IT Help Desk Technician, Level 1, is responsible for providing technical assistance and support to VC3 clients related to computer systems, hardware, or software. They are also responsible to respond to client inquiries, running diagnostic programs, isolating problems, and determining and implementing solutions with a defined scope of support.
- Culture is an integral part of working at VC3. Our company values represent the most important values, the ones we live by:
**Passionately Curious **We challenge the status quo, seek continual improvement and are constantly learning.**Go Beyond,** is taking that extra step to create moments that are unexpected but appreciated.**Own It,** We have courage to do what’s right, resolve to take responsibility, and grit to cross the finish line.**Serve as One, **Together we are greater than the sum of our individuals, and teamwork is essential to success.
- Our Core Focus - “Developing Growth-Minded People” - is about creating excitement and opportunity for those we work with to nurture their growth-mindset.**Responsibilities**:

- Provide end user support to inbound phone requests from end users.
- Triage inbound service requests from CVS clients and determine the appropriate course of action to resolve the issue.
- Use the “Incident Identification” model to identify problems with client computers.
- Install, modify and repair computer hardware & software.
- Run diagnostic programs to resolve computer problems.
- Tier 1 server & Network device management. (Connectivity issues & New user setup)
- Resolve technical problems with WAN & LAN issues
- Follow-up with clients to assure issue resolution
- Escalate out of scope issues to ROC II team.
- Train and educate VC3 clients on technical standards.

**Additional Responsibilities**:

- Maintain accurate and up to date documentation through the change management process.
- Maintain accurate and real time up to date timesheets.
- Attend monthly training & team meetings as required.
- Participate in the on-call rotation (1 week every 3-4 months)

Education Requirements, Skills, and Knowledge
- **Bilingual, French and English**:

- Post-secondary training in Network Administration or Computer Systems Administration, or at least 1 year experience in a technical support/troubleshooting capacity.
- At least 2 years’ experience managing & working with the following technologies:

- Windows XP, 7, 8, 8.1 & 10
- MS Office Suite (2003 & Newer)
- Windows Server 2003, 2008 R2, 2012
- Active Directory User Management
- DHCP
- DNS
- Terminal Services
- Exchange 2003, 2007 & 2011

About VC3
- VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting.
- VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.
- We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.