Information Technology Support Technician

Job Title: IT Support Technician

Job Type: 6-month contract (possibility of extension, month-to-month)

Location: Edmonton, AB (10909 Jasper Avenue NW, 100% on-site)

Hours per week: 40 hrs/week

Rate: $26 to $29/hr

Responsibilities:

• Respond to IT incidents and requests at the main office and during visits to offices
• If necessary, transfer requests and incidents to a more specialized level of support.
• Identify and document recurring problems and make recommendations for corrective measures, as well as participate in their implementation when possible.
• Collaborate with the various administrators and analysts (server, network, security, etc.) to ensure the resolution of complex incidents and the maintenance of infrastructure equipment.
• Develop collaborative relationships with office managers to better understand their IT challenges and work with your IT leader to address these needs as effectively as possible.
• Participate in office deployment, relocation and renovation projects.
• Monitor, report and contribute to the resolution of problems related to shared IT services (audio/video, printers, Wi-Fi, cabling, networking, etc.).
• Occasional preparation and replacement of computer workstations when the local group responsible for the preparation of this equipment cannot respond within the required time.
• Maintain the inventory of IT assets in the CMDB rigorously.
• If necessary, help resolve IT incidents remotely.
• Participate in computer performance testing, report and documentation.
• Guide and train the users on best practices whenever possible and needed.
• Develop collaborative relationships with end users to personalize and improve the service.
• Lead IT induction sessions with a group of new employees to explain where they can find support resources and how to use our systems.
• Maintain and improve the IT work desk, stockroom, etc.
• Contribute to the documentation of IT incident resolution processes.
• Participate in the development of long-term strategies and planning for the future needs of IT services.
• Other assigned tasks.

Qualifications:

• This is an on-site position in the office, for which physical attendance is required during weekdays.
• A minimum of 2 to 5 years of experience as a level 2 support technician.
• Excellent communication skills (spoken and written).
• A very strong desire to serve and help users.
• A marked interest and a great curiosity towards information technologies.
• Know how to manage priorities and customer expectations.

What sets you apart:

• Degree or certificate in computer science or other computer-related discipline.
• A+, Network Plus or Help Desk Institute certification.
• Proficiency in Microsoft Office 365 and common office tools/software.
• Knowledge of ServiceNow.
• Knowledge of ITIL processes.