Help Desk Technician

The IT Helpdesk Technician is responsible for providing internal customer support to ensure that systems are effectively in place for the efficient operation of West Edmonton Mall.  PRIMARY RESPONSIBILITIES: Providing 1st-level incident/request management support to end-users, with emphasis and focus on first call/level resolution. Providing comprehensive support encompassing hardware, operating systems, software, and telephone communications to ensure the seamless functionality of technology assets. Investigating the root causes of persistent issues, taking steps to rectify them at their source or escalating to the appropriate next support tier to maintain business continuity. Providing relevant and concise information and training to end users. Creating and maintaining a repository of documentation, including user manuals, process guides, technical guides, and more, facilitating knowledge sharing and ensuring best practices. Participating in agreed-upon team goals to attain SLA requirements, ensuring high-quality service delivery Providing on-site support for setting up and staging software and hardware for events. Serving as a resource for meeting software tools like Teams, Zoom, GoToMeeting, and WebEx, enabling smooth virtual meetings and communication. Installing workstations and peripherals based on standard internal practices. Installing desktop operating systems and programs using internal tools and imaging practices. Working with vendor support to ensure support issues are resolved and tickets are created/closed in a prompt manner. Providing support on mobile device troubleshooting, issuance and tracking of corporate mobile devices. DESIRED QUALIFICATIONS: Degree or Diploma in Computer Science or other related course from a recognized Technical Educational Institute; related work experience will be considered. Experience with Microsoft Suite of applications and Office 365; any Microsoft certificate in Office 365, Desktop or Server would be an asset. Knowledge and understanding of a basic networked computing environment, various computing peripherals such as barcode scanner, POS, printers, wireless Bluetooth devices and payment devices. General software knowledge with a keen ability to learn new software and install/uninstall software as required. Strong written and verbal communication skills. Ability to make decisions independently using logical assumptions and information, multi-task and prioritize. TERMS OF EMPLOYMENT: This is a full-time position that is required Monday through Friday, 8:30am–5:00pm with the flexibility to be on-call on a rotational schedule. This role can participate in a hybrid work environment and with the possibility of attending remote locations. This is a salaried position that is based on experience and qualifications. Must be able to pass a basic security clearance.