Job Overview
We are seeking a dedicated and knowledgeable Technical Support Specialist (Tier1) to join our IT team. This role involves providing expert assistance to end-users, troubleshooting hardware and software issues, and ensuring seamless operation of various operating systems and network services. This is a hybrid position and on-site work will be required.
The ideal candidate will have strong communication skills, a solid understanding of computer networking, and experience supporting a range of platforms including Windows. This position offers an excellent opportunity to work in a dynamic environment supporting diverse technical needs.
Duties
- Provide technical support to users via help desk channels, resolving issues related to desktop hardware, software, and operating systems such as Windows
- Troubleshoot software problems including Microsoft Office applications, firewall configurations, and network connectivity issues such as LAN and VPN access.
- Assist with computer hardware setup, maintenance, and upgrades to ensure optimal performance.
- Manage service tickets ensuring timely resolution and proper documentation of incidents.
- Support network infrastructure including LAN configurations and firewall settings to maintain secure connectivity.
- Configure and troubleshoot remote access solutions including VPNs for secure user connectivity.
- Collaborate with cross-functional teams to resolve complex technical issues related to computer networking and operating systems.
- Maintain knowledge base articles and provide training or guidance to end-users on best practices for IT support.
- Monitor system performance and assist in implementing software updates or patches as needed.
Qualifications
- ConnectWise experience is preferred
- Proven experience in technical support or desktop support roles within an IT environment.
- Strong knowledge of operating systems including Windows
- Familiarity with network protocols such as LAN, VPN, and firewall configurations.
- Proficiency in troubleshooting software issues within Microsoft Office suite and other common enterprise applications.
- Understanding of computer hardware components and basic networking concepts.
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
- Customer service-oriented mindset with a focus on resolving user issues efficiently.
- Nice-to-have skills include experience with operating system management tools, knowledge of cybersecurity best practices
- This role is ideal for individuals passionate about IT support who thrive in problem-solving environments while delivering exceptional customer service.
Job Types: Fixed term contract, Contract
Contract length: 12 months
Pay: $20.00-$25.00 per hour
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
Work Location: Hybrid remote in Edmonton, AB
