IT Service Desk Technician

3 days ago

Sherwood Park, Canada Streamline I.T. Solutions Inc Full time

**Key Responsibilities**
- Provide Tier 1 and Tier 2 support for desktops, laptops, printers, mobile devices, and network connectivity.
- Manage, update, and close service tickets in the PSA (Professional Services Automation) system. ConnectWise knowledge preferred.
- Escalate unresolved issues to higher-tier technicians or engineers, following escalation protocols.
- Assist in user account management, including password resets, access requests, and permission changes.
- Perform basic network troubleshooting (switches, firewalls, Wi-Fi, VPNs).
- Guide clients through step-by-step solutions in a clear and patient manner.
- Document all support activities, resolutions, and knowledge base updates.
- Maintain awareness of ongoing client projects and infrastructure changes to provide informed support.
- Participate in on-call rotation and after-hours support as required.

**Qualifications & Skills**

**Required**:

- 1-3 years of experience in a technical support, service desk, or help desk role (preferably in a Managed Services or MSP environment).
- Strong understanding of Windows 10/11, macOS, and Microsoft 365 administration.
- Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
- Familiarity with remote monitoring and management (RMM) tools.
- Excellent customer service, communication, and troubleshooting skills.
- Ability to prioritize and manage multiple tickets under time constraints.

**Preferred**:

- CompTIA A+, Network+, or Microsoft certifications.
- Experience with PSA tools such as ConnectWise Manage or Autotask.
- Exposure to backup, disaster recovery, and cybersecurity best practices.

**Job Types**: Full-time, Permanent

Pay: $45,000.00-$60,000.00 per year

**Benefits**:

- Extended health care
- Paid time off

Application question(s):

- Do you currently reside in Edmonton Metropolitan area?
- Are you legally entitled to work in Canada?
- Do you have a valid driver's license and own reliable vehicle?

Work Location: In person

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