Help Desk Specialist

Role overview

Schedule

• 5x2 schedule, Monday to Friday, day shift.

Compensation

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

Role accountabilities

• Troubleshoot and restore routine technical services and equipment; analyze root causes and develop problem checklists.
• Maintain knowledge and call-tracking databases and document incidents through closure.
• Handle first-level user contact, resolve issues, route requests, and escalate unresolved cases.
• Guide users and peers through troubleshooting and follow up to resolution.
• Provision user, mobile, telephone, and computer services.
• Maintain IT employee time and attendance.
• Recommend procedure improvements and keep help desk knowledge current.
• Procure technology requests and stock items for manager approval.
• Renew contracts to prevent service risks or gaps.

Qualifications

• 3 to 5 years of IT support experience, including remote and onsite support for high-user-count organizations.
• Experience with complex system administration, user provisioning, and software deployment across distributed networks.
• Strong network troubleshooting knowledge, including TCP/IP, DNS, DHCP, and wireless connectivity.
• Proficiency supporting and administering Active Directory, Azure, and Office 365.
• Understanding of IT services for organizations with 100 or more users across multiple locations.
• Advanced knowledge of server/workstation hardware and enterprise mobile devices.

Location

• The listed work location is Princeton, British Columbia.