Level I Helpdesk On-Site Technician

OVERVIEW

The Level 1 Helpdesk On-Site Technician handles support requests for Control-Alt-Delete (CAD) clients, both remotely and on-site in the Whistler-Pemberton-Squamish area.

When help is needed the Level 1 Helpdesk On-Site Technician can turn to the Service Delivery Manager for guidance and support.
RESPONSIBILITIES & TASKS

Work on and resolve helpdesk tickets
Provide the Client with remote and on-site troubleshooting
Communicate to the client the status of their ticket every step of the way; notify them of any changes or outages related to their issue
Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients
Proactive remote hardware and software maintenance and support
Perform workstation builds (hardware and software configuration, often with client-specific customization, as well as software updating)
Undertake other duties as required

SKILLS AND ATTRIBUTES REQUIRED
Interpersonal/customer service skills, founded in being a good listener
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Understanding of IT support and troubleshooting tools & techniques
Understanding of operating systems, business applications, printing systems, and network systems
Diagnostic skills of technical issues related to end-user hardware, software, and network devices
Experience and knowledge of working with the Microsoft 365 Platform
Class 5 Drivers license
Your own vehicle to travel to client sites in the Whistler-Pemberton-Squamish area (reimbursement for mileage related to work will be provided)
A commitment to keeping ones technical knowledge current, demonstrated by having and maintaining (or willing to have and maintain) technical certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

NICE TO HAVE
Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling technical service tickets

PERKS

Health / Dental plan
High-Powered Laptop
A proactive approach to ongoing training to help you develop life-long skills