Level I Helpdesk On-Site Technician

Job Description

Job Description

Salary : 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