Job Summary
One Piece IT (OPIT) provides personable, fully managed IT support services for our clients. Which includes a full line up of solutions ranging from Hardware and Software support, Cloud Services, and Website & Application development. Within the core of all these services is ensuring our team has our clients in mind and is meeting their needs.
As one of our Helpdesk Technicians, you will be the first contact our clients will interact with. You will be responsible for providing technical support for basic network, server, and personal computing environments for Customers. Analyze, document, and provide technical solutions for IT environments. Perform supply chain management duties.
Key Responsibilities:
- Client Consultation: Provide friendly and knowledgeable support for clients over the phone, email, and text messaging
- Technical Troubleshooting: Resolve computer, account creation/deletion, file access, and other lower impacting client issues in a timely manner. Consult user guides, forums, technical manuals and other knowledge resources provided from manufacturers to assist with troubleshooting issues
- Judgement: Identify in a timely manner when to escalate issues to a higher tier
- Ticket Management: Ensure proper technical notes and classification have been documented into the ticketing system
- Documentation: Provide detailed documentation for client training and guidance
- Technical Setup: Assist field team with base configurations for client equipment ensuring proper installation of operating systems, and appropriate software.
- Procurement: Aide with product solutioning to aid procurement team for purchases of software, hardware and other IT supplies and maintain inventory records and listings of client and OPIT assets
- Vendor Management: Work with vendors to manage and resolve complex IT problems.
- Confidentiality: Maintain confidentiality with regard to the information being processed, stored or accessed in client or One Piece IT systems.
- Team Player: Work as a team member with other technical staff, such as developers or field staff, to ensure unified service to the client.
- Other duties as assigned.
ADDITIONAL RESPONSIBILITIES
- Assist personnel of other departments as a technical resource
- Assist in the installation of hardware and software during projects
- Responsibilities may require scheduled evening and weekend work in response to the needs of the systems being supported.
- Police clearance may be required based on client policies.
Qualifications:
- Proficient English reading, writing and communication skills required
- Ability to maintain and troubleshoot IT hardware, software, and peripherals.
- Ability to develop and write systems and application documentation and guides for users.
- Ability to determine computer problems and coordinate hardware and/or software solutions.
- Ability to develop systems solutions for operational problems.
- Ability to learn and support new IT components.
- Ability to multi-task
- Must be able to work with users using interpersonal skills.
- Able to lift and carry up to 50lbs
- Must be able to travel to the office, work from home considerations will be considered after training and probationary period
- Experience or training with managing Microsoft 365.
- Diploma or bachelor’s degree in information technology, Computer Science, or a related field.
- Environment-specific certifications such as CCNA, Microsoft Certifications (AZ-900, SC-900, MD-102), A+ certification, VCP-DCV, ITILv3 or v4, considered to be an asset.
- Experience as a Helpdesk technician, preferably in an MSP environment.
Benefits:
- Opportunities for professional growth and development.
- Opportunity for a full-time role
- Collaborative and supportive work environment.
Pay: $21.00-$25.00 per hour
Benefits:
- Casual dress
- Mileage reimbursement
- On-site parking
Ability to commute/relocate:
- Calgary, AB T2E 7C8: reliably commute or plan to relocate before starting work (required)
Education:
- AEC / DEP or Skilled Trade Certificate (required)
Experience:
- Help desk: 1 year (required)
Licence/Certification:
- MCITP (preferred)
- MCP (preferred)
- CCNA (preferred)
- Microsoft Certified: Azure Fundamentals (preferred)
Location:
- Calgary, AB T2E 7C8 (required)
Willingness to travel:
Work Location: In person
