IT Helpdesk Technician

The Position

Reporting to the IT Manager, the IT Helpdesk Technician's main duty is to assist computer system users. This may be with hardware, such as desktop computers, printers, scanners or handheld devices, or it may be with software programs. You will generally track all instances of support by creating IT tickets using ticket-tracking software and updating the status of each ticket after successfully assisting each user with their issues. Their assistance may be conducted in person for internal users, on the phone or through Microsoft Teams when assisting external users.

• Provide customer-focused desktop support for staff using strong interpersonal service skills.
• Provide end-user support for computer peripherals and general IT services by installing, monitoring, diagnosing, maintaining, and upgrading hardware, software and peripheral equipment to ensure optimal performance.
• Consult technical guides, manuals and other documents to research and implement solutions.
• Provide advice and training to staff in response to identified difficulties.
• Record and track support requests using a helpdesk ticket system.
• Assist with system administration, user/group credential management/authentication, etc.
• Conduct proactive and ongoing audits, updates and management of all Nation IT resources.
• Manage, organize and service tickets in the helpdesk ticketing system.
• Proactively maintain systems for staff using strong interpersonal service skills.
• Provide advice and training to staff in response to new system implementation or difficulties.
• Capacity to work and think “outside of the box.”
• Reading of text, document use, critical thinking, finding information and continuous learning.
• Work under pressure well with repetitive tasks and attention to detail.
• Perform other tasks within the scope of the position.

Qualifications, Skills and Abilities:  

• Ability to work outside standard business hours, as needed.
• Ability to work synergistically with a group or team.
• Ability to research, analyze and interpret data.
• Good critical thinking/problem-solving abilities.
• Must be able to strictly adhere to the Confidentiality Non-Disclosure policy set out by the shíshálh Nation. 
• Ability to build and maintain positive working relationships both internally and externally.
• Ability to interact with people with tact and compassion in different situations, including situations where there are complex, difficult, high-pressure decisions or emergencies.
• Knowledge of the Microsoft Windows operating system
• Knowledge of core Microsoft products in general, including Microsoft 365.
• Sound technical skillset with the ability to follow a standard diagnostic format.
• Able to submit an acceptable Criminal Records Check before the start date.
• A valid driver’s license, with a clean driver’s abstract, is an asset.