Join Our Team

The IST Helpdesk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain business functions. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

The Information and System Technology department has an opening for a Full-Time IST Helpdesk Technician. The successful candidate must be able to meet the normal requirements of the job and possess the following qualifications:

QUALIFICATIONS NECESSARY:

• College diploma in the field of information technology or management information systems or a related discipline and previous IT experience in a work-related environment. 
• Certification in Microsoft technologies is an asset.
• CompTIA A+ certification is an asset. 
• Knowledge of computer hardware, including desktops, laptops, tablets, and printers.
• Experience with endpoint operating systems.
• Application support experience with Microsoft products.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on a rapport building, listening, and questioning skills.
• Strong documentation skills.
• The ability to conduct research into a wide range of computing issues is required.
• The ability to absorb and retain information quickly.
• The ability to present ideas in a user-friendly, business-friendly, and technical language. 
• Highly self-motivated and directed.
• Strong attention to detail.
• Proven analytical and problem-solving abilities.
• The ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-orientated, collaborative environment.

SPECIFIC DUTIES:

Strategy and Planning

• Alert IST team to emerging trends in incidents.

Acquisition and Deployment

• Assist in software/hardware releases and rollouts according to change management best practices.

Operational Management

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely and effective resolution of end-user issues.
• Assist the IST Support Technician, System Administrator and Network Administrator when required.
• Build rapport and elicit problem details form helpdesk customers.
• Escalate incidents with accurate documentation to suitable tier-2 support technician, tier-3 administrator, or vendor when required.
• Prioritize incidents and service requests according to defined processes to meet business functions.
• Record, track, and document the helpdesk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. 
• Use remote tools and diagnostic utilities to aid in trouble shooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Test fixes and follow-up with customers to ensure problems have been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Provide suggestions for continual improvements.
• On-call availability for approximately 10 days per month.
• Travel between RHC sites is required as needed.
• Other duties or responsibilities may be assigned.

POSITION AVAILABLE:

This Full-Time will commence: As soon as possible.

CONDITIONS OF EMPLOYMENT:

1. Human Resource Policies
2. Corporation Policies
3. Departmental Policies