IT Helpdesk Technician

ABR Employment Services
Job Description
ABR is recruiting for an IT Helpdesk Technician
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Maintaining an Asset Database and track changes
  • 1st and 2nd line of support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile, Laptops, PCs and Printers
  • Troubleshoot basic network issues such as network connectivity, VPN and broadband issues
  • Escalate unresolved calls to the Network Services Team, CAD Support, and Business Services Team.
  • Log all calls in the Service Desk Call ticketing system
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Publishing support documentation and SOPs to assist staff with requests for information & provide staff training if required
This is a try-before-hire, Monday – Friday, 8am-5pm. Overtime as needed. Travel for training purposes will be required.
Wage is $15.00 - $20.00 per hour with benefits.
  • An ITIL qualification is preferable but not essential 
  • MCP certification is desirable
  • Experience with construction field desirable. 
  • Basic Active Directory knowledge.  Creating user accounts, reset passwords, create groups etc.
  • Basic Windows OS knowledge to troubleshoot issues, assist with configuration and software installation
  • Advanced knowledge of MS Office Suite, including Outlook, PSTs, OSTs and profiles
  • Excellent customer service skills
  • Excellent communication skills and telephone manner
  • Excellent organizational skills
  • Clean and professional appearance
  • 2 years previous IT Service Desk and/or Call Centre experience required
  • Incident Management experience Managing incidents including business expectations and communication 
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10, Office 2010, Office 2013
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to multi-task and manage time effectively to resolve issues quickily
Contact Information