Help Desk Technician - Niagara Falls, Canada - Walker Industries

Description

Job Description

About Walker

Walker Industries, a fifth-generation, family-owned company founded in 1887, operates from its base in the Niagara Region with facilities across Canada and the United States. We employ more than 1,200 people in environmental waste management and recovery, renewable energy, paving and construction, aggregates, and emulsions chemistries.

Growth and transformation are a natural part of our business and our employees evolve with us.

We are looking for a Help Desk Technician at our Walker - Head Office location.

Reporting directly to the Network and Support Manager, you will be responsible for providing technical support and assistance to end-users within the organization. You will troubleshoot technical issues, resolve problems, and ensure the smooth operation of computer systems, software, and hardware. Additionally, you will maintain documentation, assist with system upgrades, and provide training to users as needed.

Responsibilities

• Follows help desk policies and procedures and provides timely responses to incidents assigned to them in the ticketing system. Escalates incidents to the appropriate resource for advice and resolution.
• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Monitors and reports on the effectiveness and violations of the cybersecurity policies, practices, and security controls and shares the results with the Network and Support Manager, and other stakeholders, as appropriate.
• Collaborates with other IT team members to escalate and resolve complex technical issues.
• Configures and deploys new equipment including laptops, desktops, monitors, and printers.
• Travels to remote locations, to resolve, repair, replace, and install equipment as required.
• Assists end-users with configuration, maintenance, and operation of devices and software applications.
• Delivers IT onboarding training to new Walker employees either in person or remotely.
• Maintains accurate records of computer inventories (computers, printers, etc.) and assists with updating asset tracking/disposal.
• Administers/manages the various security system platforms corporate-wide. (Card access/security fobs, cameras, gates).
• Administers and supports the various corporate phone systems (configuration of new handsets/conference phones, moves, changes, and minor programming changes).
• Assists team with new acquisition-related activities including setup, configuration, and onboarding.

Skills

• Ability to provide timely resolution for all end-user requests and root cause analysis for issues.
• Experience with installing, configuring, administering, and troubleshooting a wide range of desktop
  hardware and software (Windows 10, Windows 11).
• Must possess exceptional customer service skills and be able to multi-task in a team environment.
• Ability to work under pressure with tight deadlines.
• Works within clearly defined standard operating procedures and adheres to quality guidelines.
• Ability to communicate effectively in English both written and verbally, with key stakeholders, leadership, team members, customers, and vendors.

Education & Job Knowledge: Minimum two to three year college diploma or the equivalent level of education. General education in computer systems or related certifications or training is considered an asset.

Experience: Greater than two years but less than or equal to three years of experience providing help desk and desktop support for laptops and PCs in an enterprise environment.

Certificates, Licenses or Registration: A valid G Registration Ontario Driver's Licence in good standing is required for this position. No specific certificates, licenses or registrations are required for this position.

Experience the Benefits of Working at Walker

Career Support

• Education reimbursement, training, and professional development opportunities
• Internal advancement opportunities at all levels
• Reimbursement of professional dues and tuition

Health & Well Being

• Wellness subsidy to support healthy lifestyle
• Employee Assistance Program (EAP)

Culture & Community

• 2 paid volunteer days per year
• Social and networking events

Salary/Wage & Benefits

• Competitive salary including a bonus component
• Group health/dental/vision/prescription drug plans
• Paid vacation days
• Short-term and long-term disability plans
• Term life insurance and critical illness
• Retirement programs including Pension, RRSP and TFSA

To learn more, visit

How to Apply

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us with the "Need Help" button in the application.