- Opportunity to expand your professional network and gain valuable real-world experience
- A professional and respectful environment.
- Answer incoming calls, emails, and chats from end-users seeking technical assistance.
- Provide basic troubleshooting and technical support for hardware, software, and network issues.
- Assist users with password resets and account management tasks.
- Create and update support tickets in the ticketing system, ensuring accurate documentation of issues and resolutions.
- Follow predefined procedures and workflows for issue escalation to Tier 2 support when necessary.
- Install, configure, and troubleshoot standard desktop applications such as Microsoft Office, web browsers, and antivirus software.
- Perform basic hardware troubleshooting, including diagnosing and replacing defective components such as keyboards, mice, and monitors.
- Conduct remote desktop support sessions to assist users with software installations, configurations, and troubleshooting.
- Educate end-users on IT policies, procedures, and best practices to prevent common issues and enhance productivity.
- Provide technical support to end-users in person, via phone, or remotely.
- Assist in installing, configuring, and maintaining computer hardware, software, and peripherals.
- Assist in the planning, implementation, and management of IT projects and initiatives.
- Keep abreast of the latest technologies and best practices in IT.
- Document and maintain records of IT inventory, procedures, and configurations.
- Provide training and guidance to end-users on IT-related topics.
- Document frequently asked questions (FAQs) and solutions to common issues for knowledge base maintenance.
- Participate in training sessions to stay updated on new technologies, products, and support procedures.
- Provide excellent customer service and ensure timely resolution of technical issues to meet service level agreements (SLAs).
- Enrolled in a post-secondary program, preferably Information Technology or Computer Science.
- Strong interest in pursuing a career in Information Technology.
- Basic knowledge of computer hardware, software, and peripherals.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and as part of a team.
- Strong communication skills and a customer-focused attitude.
- Previous internship or work experience in a technical support role preferred.
- Familiarity with ITIL (Information Technology Infrastructure Library) framework preferred.
- Excellent organizational and time management skills
- Valid Class 5 driver's licence
IT Assistant - Kelowna, Canada - Sutherland Group
Description
IT Assistant - Summer Student
We are looking for a talented and motivated individual to join our team as an entry-level IT Assistant Summer Student based in our West Kelowna office. This full-time position will provide support to the IT team in maintaining hardware, software, and other systems. In this role, the intern will gain practical experience in troubleshooting IT issues, assisting with IT projects, and supporting end-users.
The Sutherland Group values more than simply providing industry-renowned services to our clients. We put the happiness, success, and growth of our team members and community first. Join us in our commitment to elevate and innovate in the Forestry, Heavy Duty Repair, Transportation, Drilling & Blasting, and Marine Services industry.
POSITION BENEFITS
KEY RESPONSIBILITIES
REQUIRED QUALIFICATIONS & SKILLS
As a member of the Sutherland Group team, we expect you bring the following to the table: