IT Helpdesk Technician

S3 Group Ltd.; Swift Current; On-site; CAD 40,000 - 60,000; Full time

Job summary

S3 Group Ltd. seeks an experienced IT Helpdesk Technician in Swift Current. The role involves managing help desk requests, troubleshooting hardware issues, and supporting users with various IT problems. Ideal candidates will have at least 2 years of experience and a strong commitment to customer service, along with the ability to work independently and as part of a team.

Qualifications

• Minimum 2 years' experience in an IT support role.
• Strong attention to detail and commitment to customer service.
• Ability to troubleshoot and resolve various IT issues.

Responsibilities

• Manage Help Desk tickets and follow up with users.
• Respond to IT requests via phone/email/in-person.
• Assist with troubleshooting office equipment malfunctions.

Skills

Customer Service

Troubleshooting

Communication

Microsoft Office

Technical Support

Attention to Detail

Education

Education in Computer Science / Information Technology

Tools

Microsoft Office

MS SQL

Microsoft O365 Exchange

Citrix

Job description

S3 GROUP LTD. is seeking an experienced IT Helpdesk Technician to join the team based out of its operations in Swift Current, Saskatchewan.

ROLE & RESPONSIBILITIES

• Ensure that all IT software and hardware are available and operational when required by users
• Managing Help Desk tickets and follow up with users to ensure satisfactory service
• Respond to IT requests, issues and change requests in a timely and friendly manner (phone / email / in-person)
• Assist with workstation setup and also troubleshoot and provide timely solutions for office equipment hardware malfunctions (printers, computers, monitors, phones, etc.)
• Coordinate with the third party Technical support teams and IT vendors
• Generate reports with appropriate tools for all IT Incidents, Requests, and Change Requests
• Using feedback from users to improve problem-solving techniques and customer service
• Establish standardized procedures and train others when and where required
• Creation and / or revisions of various forms, spreadsheets, and reports
• Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues
• Assist the IT Administrator when and where required

EDUCATION, TRAINING, ABILITIES & EXPERIENCE

• Minimum 2 years' experience in an IT support role or previous comparable job
• Education and / or comparable experience in Computer Science / Information Technology
• Ability to understand, troubleshoot and provide timely technical support to users
• Ability to understand, troubleshoot and determine the cause of computing issues, provide timely resolutions of technical problems of office IT equipment malfunctions (printers, scanners, monitors, desktop computers, laptops, phones etc.)
• Commitment to providing exceptional customer service
• Excellent written and communication skills with a great aptitude for listening
• Ability to understand different IT hardware installation, assemble and disassemble diagrams
• Ability to listen, understand, and resolve IT issues and requests from users in a timely basis
• Ability to act as a liaison between the external IT support teams and the internal IT users
• Ability to work independently on multiple IT incidents and requests
• Experience working with a diverse group of internal and external teams and stakeholders
• Ability to organize information and communicate or store it so it is useful to others
• Ability to self-learn and ability to think "outside of the box"
• Strong attention to detail
• High level proficiency with Microsoft Office suite applications and its troubleshooting
• Familiarity with various Microsoft operating systems
• Knowledge of Citrix Preferred
• Knowledge on MS SQL, Microsoft O365 Exchange and Crystal reports would be an asset
• Initiative in decision-making and problem solving skills
• Capable of adapting to and learning new hardware and software applications
• Positive and co-operative team player and capable of working with minimal supervision
• Continually upgrade IT knowledge through various IT training / courses and self-learning
• Available to work overtime and flexibility to work a variety of shifts with minimal notice