Helpdesk Technician

Help Desk Technician

ALPHA is one of Vancouver Island’s fastest growing tech companies and we are looking to add more people to our diverse team We are experiencing a massive growth period and are seeking a HelpDesk Technician to join our team.

Role Summary:
The Helpdesk Technician will be responsible for providing first-level support to our clients, addressing technical issues related to software, hardware, and network systems. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work efficiently in a remote setting.

Key Responsibilities:

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in the ticketing system.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements in procedures.
- Onboarding new SLA clients.
- Maintain company KPI’s/Metrics.

Qualifications:

- 1-2+ years of working experience with computers.
- Proven experience as a helpdesk technician or other customer support role.
- Ability to diagnose and resolve basic technical issues.
- Good understanding of computer systems, mobile devices, and other tech products.
- Understanding of support tools, techniques and how technology is used to provide IT services.
- Previous desktop roll-out experience.
- Experience supporting a PC/server infrastructure rollout is an asset.
- Professional certification (e.g., CompTIA A+, Microsoft Certified IT Professional) is an advantage.

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

**Salary**: $40,000.00-$45,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Experience**:

- IT support: 1 year (required)

**Language**:

- English (required)

Licence/Certification:

- CompTIA A+ (preferred)

Work Location: Remote