Desktop Support Technician - RQ02047

Desktop Support Technician - RQ02047

Duration: 4 months

Location: Calgary office (Onsite)

Timing: 8:30am - 5:00pm

We are looking for an enthusiastic individual to join our team of Technology Support Professionals. We are looking for the best - someone who is bright, innovative, and will develop excellent relationships with internal customers and technology peers. The role focuses on partnering with our internal customers to provide technology support and consultation services related to hardware, application usage and process automation.

You must be highly motivated and willing to use initiative and discretion in our fast paced and demanding environment. You display a high degree of flexibility in adapting to changing demands, and possess excellent technical, analytical, organizational and interpersonal skills. You may occasionally travel between offices to resolve issues or support major projects or deployments, and remotely support other offices in Canada.

This role requires participation in the local office pager support program and occasional after-hours maintenance, troubleshooting and testing. This role requires specialized skills that are acquired through a combination of formal training and on the job experience. The ideal candidate has practical experience working in a complex network environment, preferably in a professional services firm.

Skills

• Must have two years or more of formal education in Computer Science (or equivalent)
• Minimum 5 years technical experience supporting hardware and stand-alone and networked applications in a large environment, including:
• Windows, Mac, iOS and Android operating systems
• Laptop and Printer troubleshooting and repair
• Office productivity tools (document, spreadsheet and presentation software)
• Experience with procedures for incident, request and asset management as outlined by the organization and ITIL methodology to achieve desired SLA and KPI results
• Knowledge of audio-video and video conference equipment is an asset
• Experience using data analytic and automation applications is an asset

Other Skills

• Strong analytical, problem-solving, time-management and interpersonal skills
• A strong focus and demonstrated commitment for providing excellent customer service
• An outstanding approach to teamwork, collaboration and communication
• Understand ethical behavior and business practices and ensures own behavior and the behavior of others are consistent with these standards and align with the values of the organization.
• Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
• Ability to manage multiple priorities in the allocated time and meet deadlines.
• Execute duties with significant attention to detail and maintain high quality standards.
• Ability to work with minimal supervision
• Communicates regularly and professionally with internal colleagues
• Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.

Responsibilities:

• Use judgement and problem-solving skills to effectively and efficiently resolve technology issues to the satisfaction of the customer
• Effectively manage multiple support calls, customer requests, and operational projects, meeting specific response and resolution times and project deadlines, while maintaining quality service to our customers
• Display a high level of integrity concerning privacy and security
• Quickly grasp new technologies and share knowledge openly including contributing to knowledge repositories
• Contribute to and participate in the delivery of customer education programs, communicating technical information appropriate to audiences at varying computer skill levels
• Demonstrate strong verbal and listening skills to liaise with local stakeholders and understand and improve their technology experience
• Identify and deliver continuous process improvements to facilitate a consistent and positive customer experience through process simplification, automation and issue elimination
• Collaborate and work remotely with others in your team to achieve common goals and maintain harmony
• Raise your hand to take ownership of issues and additional tasks
• Work effectively with others of diverse personalities, positions, cultures, sexual orientations, and generations
• Approach issues with curiosity and display an interest in innovation and emerging technologies and continuous upskilling Assist customers with the use of data analytics and automation tools