IT HELP DESK SUPPORT TECHNICIAN

AFD Petroleum; Edmonton; On-site; CAD 50,000 - 80,000; Full time

Job summary

Join a family-owned business that values its employees and fosters a supportive environment. As an IT Helpdesk Support Technician, you'll be at the forefront of technical assistance, solving diverse challenges daily. This role emphasizes collaboration, communication, and a user-focused approach, ensuring that every team member receives outstanding support. With opportunities for professional growth and a commitment to work-life balance, this position is perfect for someone eager to learn and contribute to a dynamic team. If you're ready to make a difference in a vibrant workplace, this is the opportunity for you.

Benefits

Health and insurance benefits

Educational assistance

Career pathing

Paid orientation & training

Service awards

EAP program

Five Personal Days

Referral rewards

Business casual dress code

Qualifications

• 4+ years experience troubleshooting Windows desktops and server OS.
• Ability to communicate technical issues to non-technical users.
• Experience in training employees on new systems and processes.

Responsibilities

• Resolve daily technical issues reported by end users.
• Provide technical support for Microsoft Windows and applications.
• Maintain local infrastructure and support IT service improvements.

Skills

Troubleshooting

Customer Service

Networking

Analytical Skills

Communication

Education

Microsoft Certified: Windows 10

CompTIA A+

ITILv4 Foundation

Tools

Microsoft 365

Windows Server

Active Directory

PowerShell

Job description

Is this you?

You are passionate about providing top-notch technical support and delivering outstanding customer service. As an IT Helpdesk Support Technician, your role is pivotal in ensuring smooth IT operations in a dynamic, fast-paced environment. This is not a system administrator position; it's a chance to be at the frontline of technical assistance, solving diverse challenges every day.

You are not just great with details but excited about the many opportunities to learn new skills and technologies, with an emphasis on self-led and on-the-job learning.

The Challenge :

This position is NOT for just anyone.

Fitting into a company of hard-working, super-smart problem solvers who are always on the move is hard. We are looking for someone with the ability and desire to learn new tools, technologies and deliver high quality technology services and support.

This position requires a patient, communicative professional adept at diagnosing and solving IT issues for our internal users. You'll be the go-to person for technical queries, offering solutions and guidance with a customer-centric approach. You will need to be a bridge-builder and develop good working relationships with many people within the company. This can be tough for many people, but for the right person, this challenge is accepted with enthusiasm.

Whom you are working with :

Primarily you work alongside the IT team. However, the role involves regular interaction with non-technical staff, requiring the ability to translate technical jargon into user-friendly language. A professional attitude and ability to provide outstanding customer service to every member of every department in our company is essential.

What you offer us :

• A team-player mentality because you are working with many people throughout AFD
• Excellent English communication skills
• A knack for troubleshooting problems, both in software and hardware
• A user-focused approach, with the ability to prioritize tickets effectively to meet demand
• Ability to independently manage multiple tickets / issues with competing priorities and deadlines
• Ability to demonstrate and communicate technical issues to a non-technical audience
• A utility player who can flex and expand to what the position requires every day

What you DON’T offer :

Analysis paralysis – need all information before making decisions or moving forward

Needing constant direction and supervision

A ‘lone wolf’ who prefers to work on their own

What we offer you :

A family-owned business where the owner not just knows your name but is active in getting to know you

Beautiful office because our working environment is important

A company is filled with great people, and hopefully YOU because life is too short not to be around great people every day

Great health and insurance benefits – medical, dental, vision, life insurance, disability, AD&D – because we believe in taking care of yourself

We care about you as a person too, and so provide great work / life benefits :

Discount on fuel – because fuel is what we do!

Educational assistance – we want you to keep learning

Career pathing – we believe in helping you can grow in ways important to you

Paid orientation & training – we will set you up for success

Service awards – recognizing your hard work every day is important, and these awards are important for everyone to recognize excellence

EAP program – we care about your whole self because that is what you bring to work every day

Five Personal Days - To be used for sick days or personal appointments because taking care of you / family is most important job in your life.

Referral rewards – bringing in other great people makes sense, and you should be rewarded well!

Business casual dress code – professionalism and jeans co-exist. Be comfortable, be yourself because that is when you will bring your best

What you will do day-to-day :

This is a full-time position. Days and hours of work are Monday through Friday, 8 : 00 a.m. to 5 : 00 p.m. in the office.

Resolve daily technical issues reported by end users in the company

Make effective use of ticketing system to record, track, and follow-up on open incidents and ensure resolution within the established SLAs

Troubleshoot problems with laptops, desktops, cell phones and other equipment and perform hardware replacements or upgrades as needed

Provide technical support for Microsoft Windows operating systems and applications, Microsoft 365, and custom AFD line of business applications.

Provide training and guidance to end users on new and existing applications as required

Liaise with vendors and service providers to ensure ongoing support and maintenance of systems

Assist in creating and maintaining system documentation and operational support documents

Stay informed on new or emerging trends and technologies that provide benefits to the organization, business partners, and / or customers.

Desktop lifecycle management

Provide support and make use of a wide range of IT related platforms

Plan and execute various IT projects as instructed by the IT Manager

Maintain local infrastructure, such as physical servers, networking, service equipment, printers, POS machines, wireless equipment, and firewalls

Working with the IT team to identify and work towards IT service improvements

Promote and implement automation to replace manual processes

Escalation of IT issues to higher levels where necessary

Support and champion IT policies and procedures

Other related duties as required or assigned

What you need to succeed :

Excellent computer and analytic skills

Demonstrate an understanding and technical ability of key skills, such as networking, problem solving, backup and recovery, server hardware, desktop support and firewall equipment

Experience with training employees with the ability to transfer knowledge to others on learning new processes and systems would be considered an asset

Professional written and verbal communication skills

Ability to work in a fast-paced, demanding environment

Highly Valued Experience / Skills / Education :

4+ years’ experience and technical ability using and troubleshooting windows desktops and server operating systems and hardware.

Microsoft Certified : Windows 10 and / or Windows 11

Microsoft Certified : Microsoft 365 Fundamentals

CompTIA A+

CompTIA Network+

ITILv4 Foundation

3+ years of IT support experience with Windows Server administration

2+ years of M365 Technologies (Cloud, AD)

Experience with Windows 10 / 11 and Windows Server OS (Server 2012-2022), Active Directory and Azure AD / Entra ID administration

Fundamental knowledge of network security best practices, Firewall networking and configuration, TCP / IP networking, LAN / WAN environments (DNS, DHCP, VPN, etc.)

We are looking for the knowledge, experience, and the right attitude. Programming experience, or the ability to read and understand code, would be considered highly valuable. Showing the ability to be able to code and automate manual processes using C#, Python, PowerShell, or other languages and no / low-code solutions such as Power Automate would be an asset.