Help Desk Technician

Propak Systems Ltd. - Airdrie, AB (5 months ago)

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PROPAK Systems Ltd., an established leader in engineering, fabrication, and construction of gas compression, processing and Heavy Oil equipment and facilities, is seeking a Help Desk Technician to provide responsive support to end users with their business related technology issues. This position is based at our Airdrie, AB office.

Key Responsibilities:
Device Support

o Basic troubleshooting of corporate device hardware and software, including but not limited to workstations, laptops, cell phones, desk phones, printers, scanners, copiers, and tablets.
o Hardware deployment, replacement, and removal;
o Track and maintain inventory;
o Ensure assigned stocking levels are maintained.

Help Desk software and ticket management

o Evaluate new tickets to ensure that the proper support team responds to the problem;
o Follow escalation procedure to escalate Tier 2 and Tier 3 tickets to the proper support groups;
o Identify related issues to ensure that each problem is escalated as quickly as possible;
o Ensure tickets are resolved appropriately and efficiently.

Image Creation and Deployment

o Create system images based on approved system builds;
o Ensure the approval procedure has been completed prior to deployment of all system images;
o Deploy system images to new and existing hardware.
o Obtain quotes for required equipment;
o Use internal approval systems to obtain Purchase Orders.

Software Support

o Follow software licensing procedures;
o Report possible licensing infractions to the IT Manager;
o Basic troubleshooting of in-house and purchased software;
o Work with Tier 2 and Tier 3 support groups to ensure all software issues are resolved.

User Support

o Provide End User support in person, phone, email, or through the Help Desk ticketing system;
o Answer basic technical questions for staff and guests.

Qualifications :
Information Technology 2 year diploma or equivalent
Ability to effectively and efficiently communicate with staff via phone, email, and in person
CompTia A+ and CompTia N+ are assets
Ability to lift and carry items up to 50 pounds
Class 5 driver’s license
Personal transportation

Interested candidates should apply stating Help Desk Technician in the subject line to:

Propak Systems Ltd. thanks all applicants for their interest however only those selected for an interview will be contacted.

No Phone Calls Please