IT Helpdesk Technician

Job Description

<h3>Job Description</h3><p>Job Description<p><p>S3 GROUP LTD. is seeking an experienced IT Helpdesk Technician to join the team based out of its operations in Swift Current, Saskatchewan.</p><br /><p>ROLE & RESPONSIBILITIES</p><ul><li>Ensure that all IT software and hardware are available and operational when required by users</li><li>Managing Help Desk tickets and follow up with users to ensure satisfactory service</li><li>Respond to IT requests, issues and change requests in a timely and friendly manner (phone/email/in-person)</li><li>Assist with workstation setup and also troubleshoot and provide timely solutions for office equipment hardware malfunctions (printers, computers, monitors, phones, etc.)</li><li>Coordinate with the third party Technical support teams and IT vendors</li><li>Generate reports with appropriate tools for all IT Incidents, Requests, and Change Requests</li><li>Using feedback from users to improve problem-solving techniques and customer service</li><li>Establish standardized procedures and train others when and where required</li><li>Creation and/or revisions of various forms, spreadsheets, and reports</li><li>Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues</li><li>Assist the IT Administrator when and where required</li></ul><p>EDUCATION, TRAINING, ABILITIES & EXPERIENCE</p><ul><li>Minimum 2 years&#39; experience in an IT support role or previous comparable job</li><li>Education and/or comparable experience in Computer <span >Science/Information</span> Technology</li><li>Ability to understand, troubleshoot and provide timely technical support to users</li><li>Ability to understand, troubleshoot and determine the cause of computing issues, provide timely resolutions of technical problems of office IT equipment malfunctions (printers, scanners, monitors, desktop computers, laptops, phones etc.)</li><li>Commitment to providing exceptional customer service</li><li>Excellent written and communication skills with a great aptitude for listening</li><li>Ability to understand different IT hardware installation, assemble and disassemble diagrams</li><li>Ability to listen, understand, and resolve IT issues and requests from users in a timely basis</li><li>Ability to act as a liaison between the external IT support teams and the internal IT users</li><li>Ability to work independently on multiple IT incidents and requests</li><li>Experience working with a diverse group of internal and external teams and stakeholders </li><li>Ability to organize information and communicate or store it so it is useful to others </li><li>Ability to self-learn and ability to think "outside of the box" </li><li>Strong attention to detail</li><li>High level proficiency with Microsoft Office suite applications and its troubleshooting</li><li>Familiarity with various Microsoft operating systems</li><li>Knowledge of Citrix Preferred</li><li>Knowledge on MS SQL, Microsoft O365 Exchange and Crystal reports would be an asset</li><li>Initiative in decision-making and problem solving skills</li><li>Capable of adapting to and learning new hardware and software applications</li><li>Positive and co-operative team player and capable of working with minimal supervision</li><li>Continually upgrade IT knowledge through various IT training/courses and self-learning</li><li>Available to work overtime and flexibility to work a variety of shifts with minimal notice</li><li>Proven confidentiality</li><li>Valid driver&#39;s license</li></ul></p></p>