IT Service Desk Technician
BUILD YOUR PASSION
Where do you stand in your current career? Are you fine with status quo, or do you want an opportunity to make an impact? At Chandos, it’s about alliances and ideas not egos or agendas. We are a leading Canadian builder that seeks a Service Desk Technician in our Calgary, office.
Are you someone who can work in an extremely fast paced environment and thrives on deadlines? We are looking for an energetic individual to support our IT Team.
The Service Desk Technician’s role is to ensure proper information technology operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
- Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician, when required.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
- Alert management to emerging trends in incidents.
Formal Education & Certification
- College diploma or university degree in the field of computer science and/or 2-5 years equivalent work experience.
- Certifications in MSCE or MCP would be an asset.
Knowledge & Experience
- Knowledge of basic PC computer hardware.
- Experience with MS-Windows 10 desktop and server operating systems.
- Extensive application support experience with Office365.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects (up to 50 pounds), such as computers and peripherals.
- Must be available for on-call ticket resolution.
- Travel to job sites and other office locations.
- Must have a vehicle and valid Class 5 driver’s license.
Our unique culture attracts a high caliber employee, whether it’s in the field or office. Those who thrive at Chandos do so because they understand that their success is dependent on the collective effort. That’s because every Chandos employee demonstrates our core values “WE BUILD BETTER TOGETHER.”
Does the opportunity to work for a 100% employee-owned company appeal to you? Are you inspired by mutual respect and solid relationships? Do you have a desire to learn and to share what you’ve learned? Want to be part of something bigger than yourself? If you’re looking for the opportunity to make your mark, we should talk. Send us your cover letter, resume, and salary expectations, because opportunity is one thing we’re very big on at Chandos.