Help Desk Technician - Airdrie, Canada - Propak

    Propak
    Propak Airdrie, Canada

    2 weeks ago

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    Full time
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    Job Details

    Description

    Role & Responsibilities:

  • Device Support Basic troubleshooting of corporate device hardware and software, including but not limited to workstations, laptops, cell phones, desk phones, printers, scanners, copiers, and tablets.Hardware deployment and replacementHardware removalTrack and maintain inventoryEnsure we maintain assigned stocking levels
  • Help Desk software and ticket management Evaluate new tickets to ensure that the proper support team responds to the problemFollow the escalation procedure to escalate Tier 2 and Tier 3 tickets to the proper support groupsIdentify related issues to ensure that each problem is escalated to the proper support team as quickly as possibleEnsure tickets are resolved efficiently with the appropriate resolution
  • Image Creation and Deployment Create system images based on approved system buildsEnsure the approval procedure has been completed prior to deployment of all system imagesDeploy system images to new and existing hardware
  • Purchasing Obtain quotes for required equipmentUse internal approval systems to obtain Purchase Orders
  • Software Support Follow software licensing proceduresReport any possible licensing infractions to System AdministratorBasic troubleshooting of in-house and purchased softwareWork with Tier 2 and Tier 3 support groups to ensure all software issues are resolved
  • User Support Provide End User support in person, phone, email, or through the Help Desk ticketing system.Answer basic technical questions for staff and guests.

    • Qualifications:

  • All other duties as assigned by IT management
  • A 2 year diploma or equivalent in Information Technology
  • CompTia A+ is an asset but not required
  • CompTia N+ is an asset but not required
  • A class 5 driver's license
  • Personal transportation

    • Required Skills:

  • Able to carry and lift items up to 50 pounds.
  • Must be able to work well with others.
  • Able to troubleshoot issues, evaluate solutions, implement resolutions, and possibly escalate the incident.
  • Ability to efficiently and effectively communicate with staff via phone, email, or in person.

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