Regional Recreation Corporation of Wood Buffalo

  • IT Help Desk Support

    Job Location CA-AB-Fort McMurray
    Posted Date 7 days ago(2018/5/14 6:14 PM)
    ID
    2018-2173
    # of Openings
    1
  • Overview

    The IT Help Desk Support position reports to the Directory, Information Technology and is responsible for providing desktop, printer and network support.  The IT Help Desk Support incumbent is expected to possess excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and ability to work in a team environment. In addition, strong technical understanding of deskside technologies, including various hardware, software and network systems being supported.

    Responsibilities

    •  Serve as the first point of contact for customers seeking technical assistance over the phone, email, or walk-ins.
    • Address user tickets regarding hardware, software and networking.
    • Ask targeted questions to diagnose technical desktop system problems.
    • Guide users with simple, step-by-step instructions.
    • Conduct remote troubleshooting.
    • Customize desktop applications to meet user needs.
    • Direct unresolved issues to the next level of support.
    • Follow up with users to ensure their systems are functional.
    • Create technical documentation and manuals as needed.
    • Maintain and support users on Microsoft network/server environments in a virtual desktop infrastructure environment.
    • Maintain and support other proprietary software & hardware.
    • Manage swipe card security control systems.
    • Maintain and support printers and copiers in the facility.
    • Assist in managing desktop phone and cell phone services.
    • Assist in managing email and collaboration systems.
    • Provide our staff and clients efficient and courteous service.
    • Ensure compliance with software and network policies and processes; participate in software quality control (SQA) and software process improvement (SPI) activities.
    • Other duties as assigned by the Director.

    Qualifications

    Education:

    • Minimum (3) three years of related technical experience is required.
    • Technical diploma or equivalent in Information Technology
    • Microsoft certification is desired, but not mandatory
    • Cisco certification is desired, but not mandatory

     

    Essential Skills and Experience:

    • Excellent communication skills, ability to clearly speak and write in English, and the ability to simplify technology into terms staff can comprehend regardless of their skill level.
    • Excellent understanding and proficient use of Microsoft Windows 7/10 desktop operating systems and troubleshooting.
    • Familiarity with general networking and Microsoft Active Directory.
    • Proficient in use and understanding of the Microsoft Office 2013 suite.
    • Experience in basic configuration and maintenance of MFP printers and copiers.
    • Ability to liaise with 3rd party companies to acquire software technical support.
    • Excellent understanding of software and quick learning skills to provide efficient troubleshooting and technical support to our staff and clients.
    • Ability to maintain documentation for support issues, support processes, and inventory integrity.
    • Ability to quickly debug and troubleshoot problems.
    • Must have strong analytical skills and effective interpersonal and communication skills.

     

    Desirable Skills and Experience:

    • Experience with the following software is an asset:
      • VMWare VDI
      • Microsoft Exchange Server
    • Knowledge of VOIP telephony is an asset.
    • Knowledge of Windows Server Operating Systems is an asset
    • Knowledge of POS hardware, software, and configurations is an asset.

     

    PHYSICAL REQUIREMENTS &WORKING CONDITIONS:

    • Hours of work will be 40 hours per week normally between 8:30 a.m. – 5:00pm. but occasional evening, night, or early morning shifts may be required.
    • Must be willing to be on call.
    • This position requires sitting at a desk for extended periods of time and to lift and carry items up to 40 lbs in weight.
    • This position may require travel between our various facilities within the Wood Buffalo Region. A valid driver’s license is necessary.


    SAFETY

    All employees are responsible and accountable for Regional Recreation Corporation’s health and safety policy. All employees at every level should be familiar with the requirements of the Alberta Occupational Health and Safety legislation as it relates to their work processes.

    The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies.  These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.  

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