Job Description

Tier 1 Helpdesk Support

A valued client requires a Tier 1 Helpdesk Support technician to provide white-glove IT support across the enterprise. This role is suited to an energetic, self-starter with proven technical skills who can work within a dynamic, forward-thinking organization.

Roles and Responsibilities:

The Tier 1 Helpdesk Support person will work closely with a cross-functional team serving 200 users to ensure IT system, network and application issues are logged, managed and resolved.

Role Responsibilities:

• Receive all inbound technical support requests, triage and resolve where possible, escalating unresolved issues to the appropriate department.
• Log all support tickets and manage through to completion.
• Manage the IT onboarding and offboarding process for users
• File, folder, mailbox, and application permissions
• Password resets, account unlocks, and MFA support
• Teams, OneDrive, and SharePoint support
• Mobile device setup and support
• Remote access and VPN support
• Meeting room and audiovisual support
• User training
• This role is well suited to an ambitious self-starter. An entrepreneurial mindset is required.

Skills and Experience:

• Post-secondary diploma/degree in technology plus 1- 2 years experience focusing on IT support and systems administration.
• Proven experience with Microsoft 365.
• Ability to install, configure and troubleshoot Windows.
• Must have prior support experience, preferably in a Microsoft environment.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Strong communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple tasks simultaneously. Ability to work independently and as part of a team.
• Resourcefulness and problem-solving attitude.
• Ability to convey technical concepts to non-technical staff.

This is a contract role. Successful candidate must be incorporated.

Start Date: Immediately

Duration: 12 months – likely to extend. Permanent option available.

Work Location: Edmonton, AB (can be remote).