IT Helpdesk Administrator - Calgary, Canada - Rising Edge Group

Description

Role

Reporting to the IT Helpdesk Manager, the Senior IT Helpdesk Administrator is responsible for providing expert Information Technology (IT) system support services across the organization. The senior IT Helpdesk Administrator is responsible for IT resource management, hardware installation and maintenance, troubleshooting and diagnosing desktop problems and making recommendations for improving company's IT systems.

Responsibilities

• Provide internal user support via phone, email, Teams, or desk-side as needed.
• Conduct initial problem analysis and appropriately escalate issues to other staff when necessary.
• Record, track, and document the problem-solving process, detailing actions taken until final resolution.
• Collect, organize, and document solutions in the Service Desk Tracking System.
• Develop Helpdesk runbooks to document routine tasks performed by the team.
• Utilize common troubleshooting tools for effective problem resolution.
• Install software updates, drivers, and leverage IT knowledge base and internet research for issue resolution.
• Conduct post-resolution follow-ups with end users to ensure satisfaction.
• Adhere to instructions and pre-established guidelines for job functions.
• Assist technicians with the installation, configuration, and setup of computer systems following established procedures when required.

Requirements

• Degree, diploma, or certificate in Computer Science or related field, or equivalent work experience.
• Minimum 3 years of technical support experience (troubleshooting, configuring, installing, and resolving issues).
• Proficient in Helpdesk ticketing systems.
• Strong understanding of Windows 10, M365, and on-premise AD.
• Familiarity with M365 licensing and diverse workstation hardware platforms.
• Basic knowledge of networking technologies.
• Excellent written communication and interpersonal skills.
• Exceptional attention to detail and analytical problem-solving abilities.
• Effective prioritization and multitasking in a fast-paced environment.
• Collaborative team player with strong listening and questioning skills.
• Quick learner with the ability to research and communicate technical information effectively.

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Paid Time Off Benefits
• Training & Development
• Employee Assistance Program - Counseling
• RPP - Group RRSP