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FACT by Powerland is looking for a Help Desk Technician to join our growing Regina team.
MAIN JOB TASKS AND RESPONSIBILITIES:
- Respond to requests for technical assistance in person, via phone or electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resouces
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to correct resource
- Identify and escalate situations regarding urgent attention
- Track and route problems and requests, and document resolutions
EDUCATION AND EXPERIENCE:
- Knowledge and experience of customer service practices
- Related experience and training in troubleshooting and providing help desk support
- Technical knowledge on Windows based technology, including desktops, notebooks and print
- Broad knowledge of most industry standard IT systems
- A+ and other industry certifications an asset
KEY COMPETENCIES:
- Excellent oral and written communication skills
- Quick learner
- Customer service focused
- Ability to analyze and solve problems
- Team interaction
- Well organized with attention to detail
We thank all those that apply, however only those selected for an interview will be contacted
Computer and Technology Knowledge
- Windows
- Internet
- Electronic mailing software
Essential Skills
- Reading text
- Document use
- Numeracy
- Writing
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Finding information
- Computer use
- Continuous learning
- Significant use of memory
Specific Skills
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Provide advice and training to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
- Attention to detail
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