Help Desk Specialist

Role purpose

Location and schedule

• The role is listed in Princeton, British Columbia.
• Work schedule is 5x2, Monday to Friday, day shift.

Compensation

• Compensation is CAD $79,920–$84,360 per year.

Role accountabilities

• Provide first-level customer contact and resolutions; escalate unresolved queries and route problems to the correct resources.
• Maintain IT employee time and attendance.
• Guide business users and peers through problem solving; follow up with customers and see problems through to resolution.
• Provision users, mobile devices, telephones, and computers for desktop services.
• Record, document, and close incidents; recommend procedure improvements and maintain knowledge of help desk procedures, products, and services.
• Support the team by sharing information and assisting with calls; escalate to higher tiers or third-party providers as appropriate.
• Maintain high IT user satisfaction among BCBU Hudbay employees.
• Procure technology requests and stock items for manager approval; manage contract renewals to avoid service risks or gaps.

Qualifications

• 3 to 5 years of professional experience providing remote and onsite IT support for high-user-count organizations.
• Experience with complex system administration, including user provisioning and software deployment across distributed networks.
• Strong knowledge of enterprise networking, including TCP/IP, DNS, DHCP, and wireless troubleshooting.
• Proficient in user support and backend administration within Active Directory, Azure, and O365 environments.
• Understand IT services for large organizations with 100+ users across multiple locations.
• Advanced knowledge of server/workstation hardware and enterprise mobile devices.

Employment and work schedule

• Job type is permanent, full-time.
• Work schedule is Monday to Friday, day shift.