Job Summary

The incumbent will work with a team of technicians who are responsible for the service assurance, performance, provisioning, and support of internal and external customer infrastructures. The Help Desk Technician will install, configure, maintain, repair, and troubleshoot a wide variety of client hardware, software, and peripherals, either remotely from a Help Desk environment or as required through onsite client support. 

The successful applicant will be involved with the analysis and resolution of computer and desktop software trouble reports. This function requires extensive contact with both external and internal customers and although located in the [Location] office will require some travel throughout our serving territory. 

Responsibilities:

• Triage and provide support for internal and external customers by conducting a full analysis of all the issues raised by the customer
• Where possible, resolve technical or other problems on first contact through remote or onsite support
• Utilize and maintain the help desk ticket system by entering and updating service tickets
• Refer tickets as required using the helpdesk system to other operational teams
• Acts as a support resource for other operational teams
• Monitor and respond quickly and effectively to all client requests
• Provide customers with daily follow-ups on open tickets
• Create and maintain updated documentation and inventory
• Install and configure computers, peripheral equipment, and software/device drivers
• Perform timely hardware and software upgrades
• Perform software troubleshooting and as required assist users with software feature or usage questions
• Work with Active Directory
• Work on projects in collaboration with other team members
• Demonstrate ability through training to stay current on new technologies and processes
• Contribute to the enhancement and simplification of work processes
• Perform other related duties 

Essential Qualifications/Competencies:

• Three-year Community College diploma in Information Systems, Computer Systems Technology, or Computer Science; or an equivalent combination of education and demonstrable experience
• Valid Class G driver's license with a good safety record
• Due to the extensive contact with internal and external customers, good customer contact and communication skills are essential
• Strong analytical and problem-solving skills
• Good understanding of most of the following operating systems/applications: Windows, Unix, Linux, Database, Thin Clients, Email Messaging, Virtualization Technologies (VMWare, Citrix, and Microsoft), Microsoft Office and other line-of-business applications
• Familiarity with the OSI model and the ability to apply to the troubleshooting process
• A basic understanding of the following: Routing, Switching, IP Security and their associated protocols and features
• Ability to work as part of a team and independently, with minimal supervision
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to work in a detail-oriented method without losing sight of the big picture
• Availability to travel as required
• Bilingualism is an asset (French/English)

Preferred Qualifications/Competencies:

• A+ certification is an asset
• Network+ certification is an asset
• Knowledge of ITIL framework is an asset
• Good knowledge of HP, Dell and Cisco products