Help Desk Specialist

Job Description

<p><strong>Description:</strong></p><p>We are seeking a service-oriented, thorough and self-motivated professional to join our IT support team. In this role, you will provide Tier 3 technical support to internal and external users, prioritizing and escalating helpdesk requests based on how critical they are to our business processes. You will be tasked with solving complex technical issues to completion and will also collaborate with team members across all departments to assist them with their technical requirements. Hands and feet work will be performed for various facility based tasks as needed.</p><p><br></p><p>The successful job applicant, will be working out of our customer's Burnaby, BC office building location(s).</p><p><br></p><p><strong>Must have skills:</strong></p><p>1. Advanced Windows 10 / Windows 11 support experience</p><p>2. Advanced Office / O365 application support experience</p><p>3. System Administrator experience</p><p><br></p><p><strong>Nice to have:</strong></p><p>1. Experience troubleshooting application installation and use on Windows based workstations</p><p>2. Experience troubleshooting AV hardware and software (MS Teams, Logitech, WebEx, etc.)</p><p>3. Experience troubleshooting application installation and use on mobile platforms (Apple, Android)</p><p>4. Microsoft/Cisco Certifications</p><p><br></p><p><strong>Responsibilities include:</strong></p><ul><li>Logging and monitoring of customer questions, issues and problems through resolution/completion.</li><li>Creation and maintenance of customer service request documentation through resolution</li><li>Provision of customer updates and status reports with regards to open customer issues as appropriate</li><li>Ensure problem resolution via the maintenance of appropriate action plan and/or project plan</li><li>Ability to prioritize workload with minimal supervision.</li><li>Ability to make critical business decisions daily with minimal supervision.</li><li>Serve as primary escalation point for all problem/issues along with all members of the Support team</li></ul><p></p>