National Help Desk Technician - Bilingual

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Information Technology
2015CAN02
Susan Allen
Delta, BC
Canada National
British Columbia
Permanent - Full-time

Position Overview

The Help Desk Technician is responsible for timely and effective resolutions to IT software and hardware related issues. The Help Desk Technician will utilize various technology tools such as phone, e-mail, chat and remote control to solve or address most problems. The Help Desk Technician is also responsible for gathering and documenting ticket triage information for escalation to internal and vendor support teams.

Duties and Responsibilities

·        Resolve end-user IT issues such as password reset, software questions and PC hardware problems

·        Participate in moves, adds and changes to network and systems access

·        Prioritize Help Desk tickets according to severity

·        Provide one-on-one end user support and problem resolution

·        Diagnose and resolve minor network issues

·        Assist PC and network technicians by troubleshooting software, hardware, and network issues

·        Provide on-call/after hours support via pager as needed

Required Skills and Qualifications

·        Must be fluent in English and French (both verbal and written)

·        Technical diploma or equivalent work experience in the computer field

·        Ability to work with minimal direction or supervision

·        Must be team oriented and have excellent organizational, customer service and communication skills

·        Experience writing technical documentation would be an asset

·        Previous IT Help Desk and Customer Support experience