IT Support Technician

We are seeking a highly motivated and customer facing IT Tier 1 Support Technician to join our IT team. This is an in office position so worker must live in Grande Prairie and be able to report to work space / office daily. Remote workers will not be considered.

The IT Tier 1 Support Technician will serve as the first point of contact for IT support requests, ensuring timely resolution and accurate documentation. This role involves handling incoming calls, ticket management (including escalation when required), application support, printer setup and installation, Active Directory user creation, asset list maintenance, and working with vendor support on behalf of multiple business units.

The ideal candidate is detail-oriented, customer-focused, and able to maintain professionalism in a fast-paced environment, providing timely technical support to end-users, and contributing to the overall success of our IT department.

Roles & Responsibilities:

• Act as the first point of contact for IT support for hardware, software, telephone systems, and peripheral equipment.
• Answer incoming IT support calls and respond to requests via email or ticketing system. Escalate tickets to higher-level support as required, ensuring all steps are documented before escalation.
• Use, update, and contribute content to the internal knowledge base.
• Install, configure, and maintain computer systems, peripherals, and printers.
• Set up and manage user accounts and access permissions in Active Directory.
• Provide technical support for Microsoft Office Suite; knowledge of FSLogix, Foxit, Sage, QuickBooks, and MS Access are an asset.
• Assist with audio/video devices and meeting equipment setup.
• Maintain accurate hardware and software inventory and asset management records.
• Handle shipping and receiving of IT equipment and manage loaner devices.
• Perform client site visits to resolve issues within skillset.
• Collaborate with team members to resolve IT-related problems.
• Work with vendor support to resolve issues for multiple business units.
• Assist with implementation projects as required, such as equipment deployments, server builds, and changes.
• Maintain a calm and professional attitude even when dealing with stressful situations.

Required Knowledge, Skills, and Abilities

• Advanced troubleshooting knowledge with experience supporting computer hardware, smartphones, and accessories.
• Working knowledge of Microsoft Windows, Microsoft 365, Active Directory, and other enterprise applications an asset.

• Ability to work independently and prioritize tasks effectively.

• Strong interpersonal and communication skills; willingness to share knowledge and work as a team player.

Education, Training, and Experience

• Completion of Grade 12 and post-secondary training in computer technologies.
• Post-secondary courses in Information Technology or equivalent combination of training and experience; a diploma is an asset.
• Microsoft or computer technology certifications (e.g., CompTIA A+) are an asset.
• One to wo years of related experience in a helpdesk or technical support role preferred.
• Experience supporting a multi-user environment (75+ users preferred).

Job Type: Full-time

Benefits:

• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• RRSP match
• Vision care

Ability to commute/relocate:

• Grande Prairie, AB T8V 8E6: reliably commute or plan to relocate before starting work (required)

Additional Information:This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Work Location: In person

Job Type: Full-time

Pay: $20.00-$28.00 per hour

Benefits:

• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• RRSP match
• Vision care

Ability to commute/relocate:

• Grande Prairie, AB T8V 8E6: reliably commute or plan to relocate before starting work (required)

Experience:

• IT support: 2 years (required)

Work Location: In person