OVERVIEW
The Level 1 Helpdesk On-Site Technician handles support requests for Control-Alt-Delete (CAD) clients, both remotely and on-site in the Whistler-Pemberton-Squamish area.
When help is needed the Level 1 Helpdesk On-Site Technician can turn to the Service Delivery Manager for guidance and support.
RESPONSIBILITIES & TASKS
● Work on and resolve helpdesk tickets
● Provide the Client with remote and on-site troubleshooting
● Communicate to the client the status of their ticket every step of the way; notify them of any changes or outages related to their issue
● Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients
● Proactive remote hardware and software maintenance and support
● Perform workstation builds (hardware and software configuration, often with client-specific customization, as well as software updating)
● Undertake other duties as required
SKILLS AND ATTRIBUTES REQUIRED
● Interpersonal/customer service skills, founded in being a good listener
● Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
● Understanding of IT support and troubleshooting tools & techniques
● Understanding of operating systems, business applications, printing systems, and network systems
● Diagnostic skills of technical issues related to end-user hardware, software, and network devices
● Experience and knowledge of working with the Microsoft 365 Platform
● Class 5 Drivers license
● Your own vehicle to travel to client sites in the Whistler-Pemberton-Squamish area (reimbursement for mileage related to work will be provided)
● A commitment to keeping one's technical knowledge current, demonstrated by having and maintaining (or willing to have and maintain) technical certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
NICE TO HAVE
● Experience using a Ticketing system / RMM Tool and PSA software
● Experience providing support via remote tools
● Experience handling technical service tickets
PERKS
● Health / Dental plan
● High-Powered Laptop
● A proactive approach to ongoing training to help you develop life-long skills