user support technician

HQ INDUSTRIES; Edmonton; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a dedicated Technical Support Analyst to enhance user experience and maintain computer systems. In this role, you'll manage network access, provide essential training, and troubleshoot issues while supervising a team of support staff. Your expertise will be crucial in ensuring seamless operations and effective communication with users. If you're passionate about technology and enjoy problem-solving, this opportunity offers a collaborative environment where your contributions will have a significant impact on the organization and its users.

Qualifications

• 2-3 years of experience in technical support roles.
• Strong knowledge of computer networks and systems.

Responsibilities

• Provide support and training to users experiencing technical difficulties.
• Manage network access and report on system performance.
• Supervise technical support staff and maintain logs of issues and solutions.

Skills

Network Access Management

Technical Support

User Training

Problem Solving

Time Management

Education

Non-University Certificate or Diploma (1-2 years)

Tools

MS Office

Database Software

Programming Software

File Management Software

Web Server Operations

Job description

• College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years

Tasks

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web-server backup and recovery operations

Computer and technology knowledge

• Intranet
• Internet
• Desktop applications
• File management software
• Programming software
• Database software
• MS Office
• MS Windows
• Wireless networks

Personal suitability

• Accurate
• Judgement
• Organized
• Team player
• Ability to multitask
• Time management

Experience

• 2 years to less than 3 years

Support for newcomers and refugees

• Recruits newcomers and / or refugees who were displaced by a conflict or a natural disaster (for example : Ukraine, Afghanistan, etc.)

Support for mature workers

• Applies hiring policies that discourage age discrimination

Supports for visible minorities

• Applies hiring policies that discourage discrimination against members of visible minorities (for example : anonymizing the hiring process, etc.)