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We currently have a permanent, full-time position for a Helpdesk Technician within our IT department located in Edmonton. Reporting to the CNI Manager, the successful candidate is responsible for providing Tier-1 technical advice and assistance to employees. More specifically, the successful candidate will:

Primary Duties and Responsibilties:

• Respond to requests for technical assistance in person, via phone, chat or email, all in a professional, positive, and respectful manner.
• Perform in-person, on-site repairs of PC desktop hardware, printers and other peripherals.
• Maintain accurate records of completed and pending jobs using a Ticketing System (start/end times, work performed details, etc.)
• Work collaboratively and effectively in a customer service-oriented team environment.
• Monitor internal incidents, appropriately prioritizing problems, categorize and escalate incidents to rapid restoration.
• Coordinate with vendors to repair and/or replace hardware leveraging maintenance agreements to their fullest potential. Diagnose and resolve technical hardware and software issues.
• Administration, maintenance, and troubleshooting Microsoft 365, Azure AD, Active Directory, Group Policy, Servers, Storage, Database, Data Center, Computer, and VOIP environments.
• Troubleshoot hardware and software issues, identify server related problems, assist with workstation configurations, adding/deleting user accounts and password resets.
• Provide assistance and training related to the use of computer hardware and software, phone, printing, software installation, e-mail, and operating systems. Provide orientation to new users of exiting technology.
• Maintain an up-to-date list of all assigned assets including laptops, cell phones, cameras and desktop computers.
• Assess and document the requirements of end-users
• Participate in project assignments as assigned.

Required Qualifications:

• Degree or Diploma in Computer Science or related field.
• Related certifications (MSCE/MCP/Network+/A+)
• 1 to 2 years' experience on a corporate Helpdesk
• Highly self-directed with the ability to take initiative, prioritize, and multi-task.
• Demonstrate superior organizational, time management, problem-solving, and customer service skills.
• Exhibit conflict resolution and business/technical writing skills.
• Ability to work autonomously while being a team player
• Strong knowledge of Windows 10 OS, Office Suite
• Strong Microsoft 365 administrative knowledge required
• Solid understanding of networking concepts, routing, TCP/IP, firewalls, and switching
• Strong working knowledge of Dell business products (Desktops, Laptops, etc.)
• Knowledge in VoIP administration.

Working at Peace Hills
Peace Hills understands that by reducing work-life struggles, individuals can enjoy a healthier lifestyle while improving productivity at work. Providing a collegial work environment and a work life balance are just two of the ways we do this.

If you are interested in this great opportunity to build a career, submit your resume to Peace Hills Insurance at [email protected]. This posted will remain active until a suitable candidate is found.

We thank all applicants for their interest, however only those candidates shortlisted will be contacted.