Help Desk Coordinator
First Calgary
Alberta, CA
13d ago

Description

If you're passionate about your community, adore making an impact, thrive in a fast-paced environment and want to make a difference, then we're looking for you! When you join our team, you’re joining an organization with deep roots, big ideas, and a commitment to doing what’s right.

We work as one connected team, and value thinking big, acting local, taking charge, and making things easy.

If you're passionate about your community, adore making an impact, thrive in a fast-paced environment and want to make a difference, then we're looking for you! We look for people who :

  • Share our values
  • Enjoy having honest conversations, about real things, as real people
  • Believe that creating great experiences is totally within their control
  • Build positive relationships and an understanding of what people’s needs are
  • See solutions and possibilities (not problems!)
  • Are simply outstanding at what they do
  • Key Accountabilities :

  • Provides first level Help Desk support for all users, handling routine help desk tickets through to resolution & escalating complex tickets to the Help Desk Specialist.
  • Builds rapport and elicits problem details from help desk customers.
  • Documents, tracks, and monitors the help desk problem-solving process and resolution activity in the ticketing system, to ensure a timely resolution.
  • Reviews, understands, maintains, and properly implements help desk policies, procedures, and documentation.
  • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in first response resolution.
  • Identifies and learns appropriate software and hardware used and supported by the organization.
  • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Works collaboratively with the IT Asset Manager to perform IT equipment repairs, installations and upgrading to software and hardware, configuring systems and applications, and equipment moves throughout all Departments and Branches.
  • Communicates system problems to the organization and sends regular updates until resolved.
  • Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Reviews call and ticket data to assess customer service performance and provide feedback and recommendations on continually enhancing Help Desk performance, to the Manager, Help Desk.
  • Tests fixes to ensure problems have been adequately resolved.
  • Performs post-resolution follow-ups to help requests.
  • Develops help sheets and frequently asked questions lists for end users.
  • Assists with maintenance and update of hardware and software inventory documentation, when needed.
  • Experience and / or Educational Requirements :

  • 3 4 years’ experience in Information Technology and / or user support.
  • Working towards or completed a certificate, diploma, degree or designation program.
  • Experience with Microsoft software.
  • Knowledge of basic computer hardware and software.
  • Experience with desktop operating systems.
  • Experience managing incidents through a ticket-tracking tool.
  • Skills and Competencies :

  • Good computer skills in Microsoft Office applications and ability to learn, understand, and apply other programs or technologies.
  • Good communication skills, both written and verbal, with an ability to present ideas in user-friendly language to non-
  • technical staff and end users.

  • Good documentation skills.
  • Strong customer service and interpersonal skills with a focus on rapport-building, listening, and questioning skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Highly self- motivated and directed.
  • Strong attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Work Conditions :

  • Located in either Calgary or Olds.
  • Must be able to work flexible work hours Monday to Saturday rotation.
  • Must be able to travel for required on-site branch support (Valid driver’s license and reliable vehicle).
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.
  • Apply
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