help desk technician

Epic IT Security Ltd.; Edmonton; On-site; CAD 45,000 - 55,000; Full time

Job summary

Une société de sécurité informatique à Edmonton recherche un professionnel pour fournir un support technique, résoudre les problèmes informatiques, et former les utilisateurs. Une expérience en sécurité des réseaux et un diplôme de collège sont requis. La position offre un environnement de travail dynamique et exige une attention aux détails.

Qualifications

• Diplôme de collège ou équivalent requis.
• 1 à 2 ans d'expérience en support technique.
• Capacité à travailler sous pression et à respecter des délais serrés.

Responsibilities

• Répondre aux utilisateurs rencontrant des difficultés informatiques.
• Fournir des conseils et une formation aux utilisateurs.
• Participer à la refonte d'applications et autres logiciels.

Skills

Networking security

Internet

Desktop applications

Security software

MS Office

MS Windows

Education

College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years

Job description

Durée de l'emploi : Permanent

Langue de travail : Anglais

Heures de travail : 35 hours per week

Education

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years

Experience

• 1 year to less than 2 years

Tasks

• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Provide customer service
• May work in a team with shared supervisory responsibilities
• May perform a variety of office management and clerical duties

Computer and technology knowledge

• Networking security
• Internet
• Desktop applications
• Security software
• MS Office
• MS Windows

Work conditions and physical capabilities

• Fast-paced environment
• Work under pressure
• Tight deadlines
• Repetitive tasks
• Attention to detail
• Combination of sitting, standing, walking

Personal suitability

• Accurate
• Client focus
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management

Screening questions

• Are you authorized to work in Canada?
• Are you available for shift or on-call work?
• Do you live near the job location?
• What is the highest level of study you have completed?

Support for persons with disabilities

• Provides physical accessibility accommodations (for example : ramps, elevators, etc.)
• Provides visual accessibility accommodations (for example : braille, screen readers, etc.)
• Provides auditory accessibility accommodations (for example : transcription software, teletypewriters, etc.)
• Participates in a government or community program or initiative that supports persons with disabilities
• Offers mentorship, coaching and / or networking opportunities for persons with disabilities
• Provides awareness training to employees to create a welcoming work environment for persons with disabilities
• Applies accessible and inclusive recruitment policies that accommodate persons with disabilities

Support for newcomers and refugees

• Participates in a government or community program or initiative that supports newcomers and / or refugees
• Assists with immediate settlement needs of newcomers and / or refugees (for example : housing, transportation, storage, childcare, winter clothing, etc.)
• Supports social and labour market integration of newcomers and / or refugees (for example : facilitating access to community resources, language training, skills training, etc.)
• Recruits newcomers and / or refugees who were displaced by a conflict or a natural disaster (for example : Ukraine, Afghanistan, etc.)
• Supports newcomers and / or refugees with foreign credential recognition
• Offers mentorship programs that pair newcomers and / or refugees with experienced employees
• Provides diversity and cross-cultural trainings to create a welcoming work environment for newcomers and / or refugees

Support for youths

• Participates in a government or community program or initiative that supports youth employment
• Offers on-the-job training tailored to youth
• Offers mentorship, coaching and / or networking opportunities for youth
• Provides awareness training to employees to create a welcoming work environment for youth

Support for Veterans

• Participates in a government or community program or initiative that supports Veterans
• Offers mentorship, coaching and / or networking opportunities for Veterans
• Provides awareness training to employees to create a welcoming work environment for Veterans
• Recruits Veterans and other candidates with military experience through targeted hiring initiatives (for example : job fairs, outreach programs etc.)
• Assists with immediate transition needs of Veterans (for example : relocation, housing, etc.)
• Offers workshops, counselling services or other resources to help Veterans navigate their transition into the civilian workforce (for example : adapting to different organizational structures)
• Supports Veterans in translating their military skills and experience into the language of the civilian job market
• Offers flexible onboarding options to allow Veterans to gradually adapt to the civilian workplace (for example : gradually increasing hours and responsibilities, etc.)

Support for Indigenous people

• Participates in a government or community program or initiative that supports Indigenous people
• Offers mentorship, coaching and / or networking opportunities for Indigenous workers
• Develops and maintains relationships with indigenous communities, indigenous-owned businesses and organizations
• Provides cultural competency training and / or awareness training to all employees to create a welcoming work environment for Indigenous workers
• Facilitates access to Elders who can offer support and guidance to Indigenous workers

Support for mature workers

• Participates in a government or community program or initiative that supports mature workers
• Applies hiring policies that discourage age discrimination
• Provides staff with awareness training to create a welcoming work environment for mature workers
• Offers mentorship, coaching and / or networking opportunities for mature workers
• Offers phased retirement options that allow mature workers to gradually reduce their workload (for example : flexible or reduced work hours, part time employment, project-based or seasonal work, etc.)
• Offers phased re-entry options for mature workers who are returning to work after retiring (for example : gradually increasing hours and responsibilities)
• Provides workspace accommodations, such as age-appropriate ergonomic considerations, to meet the physical needs of mature workers (for example : adjustable desks and chairs, accessible parking, etc.)
• Offers resources to help mature workers plan their retirement (for example : financial planning, access to pension and benefits, lifestyle adjustments, etc.)

Supports for visible minorities

• Participates in a government or community program or initiative that supports members of visible minorities
• Applies hiring policies that discourage discrimination against members of visible minorities (for example : anonymizing the hiring process, etc.)
• Offers mentorship programs that pair members of visible minorities with experienced employees
• Provides diversity and cross-cultural training to create a welcoming work environment for members of visible minorities