Service Desk Technician

SolutionsIT; Winkler; Hybrid; CAD 52,000 - 60,000; Full time

Job summary

SolutionsIT is seeking a Service Desk IT Support Technician to deliver responsive, professional support for clients across Windows desktop/server environments, AD, Azure, and Office 365. You will resolve issues in-person and remotely while maintaining clear documentation and excellent client experiences.

You will contribute to process improvement, collaborate with a skilled team, and participate in ongoing training and development to grow your technical and business skills.

Qualifications

• Postsecondary IT diploma or equivalent experience.
• Excellent verbal and written communication; strong customer service.
• Experience deploying new technology and maintaining existing systems.
• Proficient in Windows desktop/server administration, AD, Azure, and Office 365.
• Networking and cybersecurity endpoint experience is a plus.
• Able to work in a team and independently; after-hours support when needed.

Responsibilities

• Resolving reactive issues for clients in-person and remotely.
• Problem solving on every level of the OSI model.
• Providing outstanding communications through phone, email, and chat with clients, coworkers, and vendors.
• Managing and documenting customer interactions accurately.
• Efficiently managing tasks, priorities, and deadlines.
• Refining processes to increase the team's efficiency through collaboration.
• Participating in training and professional development.

Skills

Strong communication

Customer service

Problem solving

Team player

Self-motivated

Education

Postsecondary IT diploma

Tools

Active Directory

Azure

Office 365

G Suite

Windows Server

Windows Desktop

Job description

Service Desk Technician

WHY YOU WILL LOVE WORKING HERE:

• Culture First: We believe attitude and teamwork are as important as technical skills. We are a supportive, people-focused organization where collaboration and growth thrive.
• Core Values: We live by the values of Quality, Superior Communications, Trustworthiness, Consistency, and Motivation and we are looking for a leader who embodies them daily.
• Growth & Innovation: Technology changes fast- we foster a culture of continuous learning and problem-solving, so you will never be bored.

ROLE:

Service Desk Technician

SUMMARY OF ROLE:

SolutionsIT is looking for a Service Desk IT Support Technician. We are looking for applicants who take pride in the quality of their work and who share our commitment to honesty, integrity, and personal accountability. You must have extremely strong verbal and written communication skills and the ability to interact professionally with a diverse group of technical personnel, executives, managers, and subject matter experts. A sense of urgency for task completion and for client experience are essential. This is an outstanding opportunity to join a team of highly qualified peers and to play an integral role in a thriving company that will challenge you to grow both your technical and business skills. We are excited to learn how you have leveraged your life experiences, your enjoyment of interacting with others, and your refined communication skills while seeking opportunities to help and serve others.

HOW SUCCESS IS MEASURED:

• Billable Hours logged (Hrs)
• Average Hours Per Endpoint (Hrs)
• Billable Utilisation (%)
• Same Day Closed (%)
• Response time and availability (Hrs)
• Volume and nature of escalations (%)
• Customer and team sentiment

RESPONSIBILITIES:

• Resolving reactive issues for clients in-person and remotely.
• Problem solving on every level of the OSI model.
• Providing outstanding communications through phone, email, and chat, with clients, coworkers, and vendors.
• Leveraging and managing excellent customer documentation.
• Efficiently managing expectations, tasks, priorities, and deadlines.
• Contributing to the team's increased efficiency by refining processes and procedures, and through conversation and collaboration.
• Participating in training and professional development.

REQUIREMENTS:

• Exercises strong verbal and excellent written communication skills.
• Possesses a postsecondary diploma in IT or the equivalent experience.
• Enjoys customer service and personally owns each customer experience.
• Experienced in deploying new, as well as in maintaining and upgrading existing technology.
• Knowledgeable, skilled troubleshooter.
• Competent Windows desktop and server administration, as well as Active Directory, Azure, and Office 365 management. Experience managing G Suite is a desired plus.
• Prior experience in networking, preferably with exposure to multiple vendors.
• Prior experience in cybersecurity (endpoint management, security event analysis).
• Loves working with people and technology on a team, but also able to work independently.
• Willing to assist the team by sometimes performing tasks after hours, upon request and during emergencies.

About SolutionsIT

We're a Manitoba-based managed IT and technology services company. We help organizations thrive with technology through consistent standards, proactive planning, and dependable execution. We value clarity, steady cadence, and doing what we said we'd do.

At SolutionsIT, we go beyond providing IT services- we help our clients thrive with technology. With over nearly 40 years of experience, we have grown into a full-service managed IT provider, offering everything from VoIP telephony and surveillance to cloud services. Our mission is to help clients thrive through technology, ensuring their tech is reliable, secure, and tailored to their needs, so they can focus on what they do best.

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