IT Helpdesk Technician to join the team based out of its operations in Swift Current, Saskatchewan.Ensure that all IT software and hardware are available and operational when required by users.Mana...Show moreLast updated: 3 days ago
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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