Desktop Support Technician

About our Company

We are an established Canadian company with a diversified national portfolio and a growing operations footprint. We are focused on growth, operational excellence, and delivering value to the customers and communities we serve.

We are building a future-focused organization powered by purpose, performance, and people. With an entrepreneurial spirit and a national presence, we offer an exciting opportunity to make a meaningful impact as we continue to grow.

About the Opportunity

Reporting to the Supervisor, Onsite Support, this Analyst will join a team that is responsible for providing onsite support to our corporate, production, and retail environments. The Onsite Support analyst will work closely with the various faucets within our organization, so customer service experience and skills are a “must have”. The Ideal candidate should also have a passion for technology and helping others. This position will be based out of our Kelowna office.

Responsibilities

• Monitor the ticket board for Onsite Support requests/Incidents, action to provide a timely resolution.
• Troubleshoot, diagnose, and resolve hardware issues involving laptops, desktop computers, peripherals, printers, and other IT equipment.
• Allocation, tracking, and inventory of technology assets.
• Assist with logistics, shipping/receiving to/from various locations
• Contribute to and execute a consistent imaging/hardware staging process.
• Image systems including workstations/laptop, POS systems prior to being shipped or provided to end users.
• Participate in scheduled evergreening projects.
• Provide and maintain technical documentation including issue resolutions, troubleshooting challenges, and trending issues.
• End user support of ERP systems and applications such as M365 Modern Workplace, Adobe, Dynamics 365, etc.
• Assist in troubleshooting escalations from vendors for control systems, that may be network or IT infrastructure related.
• Shipping and receiving hardware from users and vendors.
• Setting up workstations for new hires and assisting other technical teams with onboarding new users.
• Maintain accurate and detailed records of client interactions, actions taken, and resolutions provided in our ticketing system.

Personal Characteristics and Requirements

• Uphold confidentiality, ethics, and demonstrate a high level of discretion at all times.
• Results-oriented professional with a high degree of initiative and autonomy.
• Strong verbal and written communication skills in English.
• Interpersonal with a positive attitude.
• Customer service focused with excellent listening skills and the ability to accurately identify needs.
• Ability to clearly and effectively communicate with a variety of employees.
• Passionate about and skilled at solving problems.
• Strong time management skills and ability to manage a high volume of work with conflicting priorities to meet deadlines.
• Ability to be flexible, in keeping with the needs of our growing company.
• Must pass a security clearance.
• Must have valid drivers license and reliable transportation.
• Travel may be required as needed (less than 10% of position)