About the Calgary Stampede!
The Calgary Stampede is a not-for-profit community organization that preserves and promotes our western heritage, cultures and community spirit with a vision to create a world-class, year-round gathering place for the community. Exemplifying the theme We’re Greatest Together, the Stampede is one of the most respected volunteer-based organizations in the world governed by a Board of Directors with over 2,500 passionate volunteers and 1,200 year-round employees.
As an organization that exists for the benefit of the community, inclusion and equity are woven into our core values of western hospitality, pride of place, integrity and commitment to the community. The world-class, year-round gathering place we have built for the community also welcomes visitors from around the world and those who are new to the local community. We know that blending diverse cultures with our long-standing traditions makes community spirit thrive.
Position Summary
The Service Desk Technician is the face of the IT department. This role focuses on providing rapid, high-quality technical assistance to end-users. The goal is to resolve incidents on the first contact, ensuring minimal downtime for staff while maintaining a high level of customer satisfaction.
Roles and Responsibilities
Responsibilities of the role include, but are not limited to:
- Act as a primary point of contact for IT requests via in-person, phone, email, and ticketing portal.
- Accurately log, categorize, and prioritize tickets within the ITSM system.
- Perform standard user account operations, including password resets, account unlocks, and multi-factor authentication (MFA) setup.
- Troubleshoot common issues related to Windows, Microsoft 365 apps, and other client-based applications.
- Troubleshoot client hardware issues involving desktops, laptops, mobile devices, and peripherals (printers, docks, monitors, etc.).
- Assist in the setup and deployment of computers and mobile devices using company images, standards and checklists.
- Document common fixes and contribute "How-To" guides to promote team and client awareness. Work with Support Technicians and System Administrators on documentation.
- Maintain and contribute to an accurate inventory of computer hardware and software.
- Collaborate with Support Technicians, System Administrators and other IT team members to resolve issues, escalating whenever necessary.
- Perform IT project work (e.g. hardware lifecycle refreshes, client OS upgrades, application deployments or upgrades, etc.).
- Execute additional technical tasks, initiatives and administrative duties as required to support the overall efficiency of the IT department and the end-user experience
Requirements and Qualifications
The ideal candidate will be proactive, optimistic and have worked in a dynamic environment where they have experience delivering on multiple priorities and will hold the following qualifications:
- 1-3 years of IT client support experience in a team-oriented workplace preferred.
- Excellent verbal and written communication skills with a focus on "customer-first" service.
- Foundational knowledge of client hardware components and Windows operating system navigation.
- Experience in IT customer service.
- Ability to handle a high volume of requests and manage multiple priorities while staying organized and calm.
- Experience in client-level cybersecurity operations and support.
- Ability to perform repetitive arm, hand and finger movement. Additionally lifting and carrying up to 50 lb., pushing, crouching, bending, kneeling, reaching, and stair climbing will be required. Occasional exposure to noise, dust, and animal dander is possible.
- Class 5 driver’s license.
- Relevant certifications (e.g., CompTIA A+, Microsoft certifications, ITIL, etc.) are an asset.
- Post-Secondary Diploma or Associate Degree in Computer Science, Information Systems or a related discipline is an asset.
To Apply
To apply, please submit your resume via the “Apply now” button on the top right.
All applicants are thanked in advance and only those selected for interviews will be contacted
