Help desk Technician

Posted Date:

27-Jan-2014 (PST)

Closing Date:

28-Apr-2014 (PST)

Department:

Operations

Location:

Richmond, BC, CAN

Pay Rate:

Dependent on experience, skills

Pay Type:

Salary

Benefits:

Included

Employment Type:

Full Time

Classification:

Technology

 

GENERAL SUMMARY:

The Service Desk Technician is responsible for handling first level support of service requests, as well as gathering information, documenting process etc..  This relates to all technology, to include: workstations, servers, printers, smart phone, phone systems networks, and vendor specific hardware and software.

We are looking for Junior who wants to learn, and is interested in a career in Technical support, IT project management, documentation specialist, customer service. A successful canidate will be able to put in the effort and time to learn and intergrate into the team. We prefer to have someone who wishes to have a long career in a company they can grow with us!

                                                               

Essential Duties and Responsibilities:                                                                     

  • IT Support relating to technical issues involving Microsoft's core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in company tools
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

 

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Responsible for entering time and expenses in PSA Tool as it occurs
  • Understand processes in PSA tool by completing assigned training materials and blueprints on the company intranet
  • Enter all work as service tickets into PSA tool

 

Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization's key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Personal motivation to do 100% complete work
  • Essential skill of striving for excellence in all facets of work performed

 

 

 

  

 

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