Helpdesk Technician - Calgary, AB

One Piece IT; Calgary; On-site; CAD 45,000 - 65,000; Full time

Job summary

One Piece IT is seeking a Helpdesk Technician to be the first contact for clients, providing friendly, knowledgeable IT support over phone, email, and chat. You will troubleshoot basic network, server, and computing environments, document issues, assist with base configurations, procurement, and vendor coordination, and may require occasional travel and after-hours support.

The role offers opportunities for growth and a collaborative team environment, with emphasis on customer service and

Qualifications

• Fluency in English required.
• Diploma or bachelors in IT.
• Experience as Helpdesk Technician in MSP preferred.
• Willingness to travel and occasional after-hours support.
• Proficient in Microsoft 365 management.
• Strong problem-solving and communication skills.

Responsibilities

• Provide friendly and knowledgeable support over phone, email, and text.
• Troubleshoot IT hardware, software, accounts, and access.
• Document issues and resolutions in tickets.
• Assist procurement and vendor management.
• Set up base configurations for client equipment.
• Assist field team and provide client guidance.
• Occasional after-hours as needed.

Skills

IT support

Hardware

Software

Microsoft 365

Customer service

Education

Diploma or bachelor7s in IT

CCNA/ITIL asset

Tools

Ticketing system

Active Directory

Networking basics

Job description

One Piece IT(OPIT)providespersonable,fully managed IT support services for our clients.Whichincludesa full line up of solutions ranging fromHardware andSoftware support, Cloud Services,andWebsite &Applicationdevelopment.Within the core of all these services isensuring our teamhas ourclientsin mind andismeeting their needs.

As one of ourHelpdeskTechnicians,you will bethe first contact ourclientswill interact with. You willbe responsible forproviding technical support forbasic network, server,and personal computing environmentsforCustomers.Analyze, document,and provide technical solutionsfor IT environments.Perform supply chainmanagement duties.

Key Responsibilities:

• Client Consultation: Providefriendly and knowledgeable support for clients over the phone, email, and text messaging
• Technical Troubleshooting: Resolvecomputer,account creation/deletion,fileaccess, and otherlower impacting clientissuesin a timely manner.Consult user guides,forums,technicalmanualsand otherknowledge resourcesprovided from manufacturers toassistwith troubleshooting issues
• Judgement: Identifyin a timely mannerwhen to elevate issues to a higher tier
• Ticket Management: Ensureproper technical notesand classificationhave been documentedinto the ticketing system
• Documentation: Providedetaileddocumentationfor clienttrainingand guidance
• Technical Setup: Assistfield team with base configurations for clientequipmentensuring proper installation ofoperating systems, andappropriate software.
• Procurement: Aidewithproduct solutioningto aid procurement teamforpurchasesofsoftware, hardware and other IT supplies andmaintaininventory records and listings ofclient andOPIT assets
• Vendor Management: Work with vendors tomanage andresolve complexITproblems.
• Confidentiality: Maintainconfidentialitywith regard tothe information being processed,storedor accessedin client orOne PieceIT systems.
• Team Player: Work as a team member with other technical staff, such asdevelopersor fieldstaff,to ensureunified service to the client.
• Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

• Assistpersonnel of other departments as atechnicalresource
• Assistin the installation of hardware and softwareduring projects
• Responsibilities may requirescheduledevening and weekend work in response totheneeds of the systems being supported.
• Police clearance may berequiredbased onclient policies.

Qualifications:

• ProficientEnglishreading,writingand communicationskillsrequired
• Ability tomaintainand troubleshootIThardware, software, and peripherals.
• Ability to develop and write systems andapplicationdocumentation and guides for users.
• Ability todeterminecomputer problems and coordinate hardware and/or software solutions.
• Ability to develop systems solutions for operational problems.
• Ability to learn and support newITcomponents.
• Ability to multi-task
• Must be ableto workwith usersusinginterpersonal skills.
• Able to lift and carry up to 50lbs
• Must be able to travel tothe office, work from homeconsiderations will be considered after training and probationary period
• Experience or training with managing Microsoft 365.
• Diploma orbachelor’s degree in information technology, Computer Science, or a related field.
• Environment-specific certifications such as CCNA,Microsoft Certifications(AZ-900, SC-900, MD-102),A+ certification,VCP-DCV, ITILv3 or v4, considered to be an asset.
• Experienceas aHelpdesktechnician, preferably in an MSP environment.
• Opportunities for professional growth and development.
• Opportunity for a full-time role
• Collaborative and supportive work environment.

At One Piece IT, we believe technology should make life easier for our clients. We are looking for individuals who are passionate about problem-solving, eager to learn, and committed to delivering exceptional customer service.

We thank all applicants for their interest. Only candidates selected for an interview will be contacted.