Title:Technical Support Representative
Location:Edmonton
Type:Full Time
Description:

The Technical Support Representative will provide helpdesk, report building, and desktop support to our end users throughout branches in Western Canada. They will review, analyze, develop, document, update, fix and test end-user technology and infrastructure that drives our operations.
They will provide project implementation support in collaboration with other members of the IT group. The ideal candidate is adaptable to a wide variety of technologies, enjoys complex problem-solving challenges and demonstrates a high degree of ownership and integrity.
Accountabilities:
• Ensure consistency and reliability in primary business systems and applications affecting user experience.
• Increase operational efficiency by refining or replacing processes and systems, reducing complexity whenever feasible. Staying current in latest technological tools.
• Troubleshoot end user system issues enabling them to become operational as efficiently as possible.
• Determine the tools and resources needed to accomplish objectives, and assist in their procurement, becoming a systems expert on all Company hardware and software.
• Provide effective, prompt and courteous helpdesk and desktop support.
• Integrate system monitoring and reporting tools to improve operational visibility proactively minimizing system risks.
• Perform after-hours maintenance and upgrades as required. Some on-call in a rotation is required.
• Develop and test a variety of reports with support from end-users and senior analysts.
Performance Measures:
• SLA’s are met for ticket items.
• User satisfaction is consistently high.
• Improved user experience with daily business-critical systems.
• Methods to improve technology infrastructure are identified.
• Projects successfully implemented across all branches.
• Key business reports, system documentation created, updated and maintained for all operational items.

Qualifications:

• A technical diploma is preferred, equivalent experience and/or certifications will be considered.
• Excellent communications skills are required.
• Knowledge with desktop support with Windows PC’s with a variety of hardware.
• Knowledge with Microsoft Active Directory environment and basic administration.
• Experience with printer support using Linux and Windows based systems with a variety of hardware.
• Project management experience an asset.
• Phone system/PBX management an asset.

Contact:Human Resources
Address: Edmonton
How to Apply:

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