Level 2 Service Desk Technician - IT Support

EXP is looking for a Level 2 Service Desk Technician for our Calgary office. The Service Desk Technician’s role is to provide local operational support for the Calgary office so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs., completing various Service Requests such as imaging computers for New Hires. Problem-resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person or, remote access hands-on help at the desktop level.

Responsibilities

• Using our ticketing system, record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Alert management to emerging trends in incidents.
• Assist in software releases and rollouts according to Change Management best practices.
• Assisting in providing Level I and Level II Support
• Respond to emails and answer calls for support
• Build rapport with service desk customers.
• Escalate problems (when required) as processes dictate.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Support Software/ Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance at the end-user level
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Reinforce SLAs to manage end-user expectations.
• Image and deploy Desktops, Laptops as part of HR onboarding process for EXP employees.

The Knowledge, Skills, and abilities we seek

• College diploma or university degree in the field of computer science or Information Technology, and/or 3 years equivalent work experience.
• A+ or ITIL certification is considered an asset
• Knowledge of advanced computer hardware, including PC’s and servers.
• Experience with desktop and server operating systems.
• Extensive application support experience with various Microsoft software products.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills in French and in English
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.