IT Helpdesk Technician - Breslau, Canada - CompuMed Solutions

Description

Company description

CompuMed Solutions was founded in 1998 with a missionto_
maximize your business' potential by empowering you with technology and world-class solutions.

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We provide a wide range of Information Technology Services, ranging from general IT support, software and data integration, network design/deployment and IT project management,

We pride ourselves on being innovative, fast-pace and customer-service focused.


Job description

Duties and Responsibilities

• Responsible for providing highquality, consistent service to our customers.
• Actively monitors incoming IT ticket queues and ensures that tickets are managed following our service delivery standards.
• Troubleshoots and resolves IT issues via phone, web, and inperson channels.
• Escalates tickets proactively to secondlevel support and management where necessary. Engages other IT staff to resolve issues or obtain information.
• Delivers timely communication, showing an understanding of the users' expectations and needs.
• Responsible for documenting and communicating current issues to IT team members. Contributes to Help Desk process documentation and knowledge base regularly
• Provides customer training on relevant systems, processes, and technology.
• Communicates regularly with customers to ensure that they understand how to access and request various IT services.
• Set up new users with hardware, software and access. Manage user accounts and passwords.
• Demonstrates solid technical expertise in key technologies such as Microsoft 365, Windows, networking, remote access, ERP, Active Directory, general IT hardware and software.
• Demonstrates initiative in recommending enhancements and improvements to the IT infrastructure, systems, and processes.
• Proactively communicate the impact of incidents on products and services to IT staff and customers where applicable.
• Assists in the operational responsibilities of the IT department by helping to ensure the daytoday functioning of systems and networks with mínimal supervision.
• Participates in purchasing, receiving, and maintaining IT parts inventory.
• Working with other internal teams to troubleshoot and solve production issues

Personal Development

• Attend companyrequired training
• Remain current with technical knowledge in areas of responsibility
• Attend regular 1:1 coaching/update sessions
• Training/certification in core ITIL suite
• ITIL Foundations certification (if applicable)

Qualifications

• 3 Years of Help Desk experience
• Net+, A+, ITIL certification is preferred
• CSB System or other ERP system preferred
• Solid organization skills with the capacity to handle multiple priorities and meet tight deadlines required
• Strong customer focus with demonstrated ability to build relationships and influence outcomes
• Demonstrates change management and conflict resolution skills
• Ability to work independently while demonstrating the ability to exercise mature judgment, organization and prioritization
• College/University degree is preferred
• Oncall coverage (during weekends and evenings) on a rotating basis.

Salary:
From $48,000.00 per year


Work Location:
In person