S3 GROUP LTD. is seeking an experienced IT Helpdesk Technician to join the team based out of its operations in Swift Current, Saskatchewan.

ROLE & RESPONSIBILITIES

• Ensure that all IT software and hardware are available and operational when required by users
• Managing Help Desk tickets and follow up with users to ensure satisfactory service
• Respond to IT requests, issues and change requests in a timely and friendly manner (phone/email/in-person)
• Assist with workstation setup and also troubleshoot and provide timely solutions for office equipment hardware malfunctions (printers, computers, monitors, phones, etc.)
• Coordinate with the third party Technical support teams and IT vendors
• Generate reports with appropriate tools for all IT Incidents, Requests, and Change Requests
• Using feedback from users to improve problem-solving techniques and customer service
• Establish standardized procedures and train others when and where required
• Creation and/or revisions of various forms, spreadsheets, and reports
• Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues
• Assist the IT Administrator when and where required

EDUCATION, TRAINING, ABILITIES & EXPERIENCE

• Minimum 2 years' experience in an IT support role or previous comparable job
• Education and/or comparable experience in Computer Science/Information Technology
• Ability to understand, troubleshoot and provide timely technical support to users
• Ability to understand, troubleshoot and determine the cause of computing issues, provide timely resolutions of technical problems of office IT equipment malfunctions (printers, scanners, monitors, desktop computers, laptops, phones etc.)
• Commitment to providing exceptional customer service
• Excellent written and communication skills with a great aptitude for listening
• Ability to understand different IT hardware installation, assemble and disassemble diagrams
• Ability to listen, understand, and resolve IT issues and requests from users in a timely basis
• Ability to act as a liaison between the external IT support teams and the internal IT users
• Ability to work independently on multiple IT incidents and requests
• Experience working with a diverse group of internal and external teams and stakeholders
• Ability to organize information and communicate or store it so it is useful to others
• Ability to self-learn and ability to think "outside of the box"
• Strong attention to detail
• High level proficiency with Microsoft Office suite applications and its troubleshooting
• Familiarity with various Microsoft operating systems
• Knowledge of Citrix Preferred
• Knowledge on MS SQL, Microsoft O365 Exchange and Crystal reports would be an asset
• Initiative in decision-making and problem solving skills
• Capable of adapting to and learning new hardware and software applications
• Positive and co-operative team player and capable of working with minimal supervision
• Continually upgrade IT knowledge through various IT training/courses and self-learning
• Available to work overtime and flexibility to work a variety of shifts with minimal notice
• Proven confidentiality
• Valid driver's license