Services Technician

General Accountability:

The Services Technician - Deskside reports to the Services Lead. The Services Technician - Deskside is responsible for the troubleshooting, repair, installing of peripherals, and instrumentation devices or hardware, as well as providing technical assistance and training to system users. The Technical Analyst must demonstrate ability to enable technology solutions by working collaboratively with clients, business partners, other IT Divisions, vendors, and corporate stakeholders.

Specific Accountabilities:

Intermediate Level. Responsible for troubleshooting, repair and upgrading of computer equipment and other hardware. Provides on-site or remote IT Services. Duties may include:

• Troubleshoot and triage the Enterprise or Desktop Systems in conjunction with Operations.
• Work with Citrix, Virtual Desktop, thin clients and provide advanced troubleshooting on Windows operating systems.
• Assemble, configure, and troubleshoot computers and peripherals at an advanced level
• Install operating systems and properly approved and licensed software
• Perform routine equipment maintenance and upgrades.
• Provide training on hardware and software
• Install necessary drivers for required components and tests its functionality
• Diagnose system hardware, software, and operator problems; and recommend or perform remedial actions to correct problems based on knowledge of system operation.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to our clients
• Work with ticketing system provided, accurately and completely documenting work performed.
• Create and maintain documentation for the knowledge base
• Performs routine equipment maintenance and upgrading tasks
• Troubleshoot problems on computers, peripherals and refer more complex problems to experienced staff
• Enters commands and observes system functions to verify correct system operation.
• Performs initial triage on personal printers or supported peripherals and advise on warranty coverage requirements if applicable.
• Mentoring and training of teammates
• Participate in multi team rotations as required
• Be able to work in a group or individual setting as required.

Qualifications (Education/Experience/Skills & Abilities)

1. IT related Certificate or Diploma from a recognized post-secondary institution
2. 2-5 years troubleshooting related experience and/or IT customer service experience in an enterprise environment
3. Strong communication, organizational, customer service and problem-solving skills
4. Must possess A+ certification
5. MCSE, MCP designation or other certifications are an asset
6. ITIL Foundations designation an asset
7. Working knowledge of PowerShell is an asset
8. Working knowledge of Remedy is an asset
9. Must possess Current Class 5 Alberta Driver’s License
10. Current Drivers Abstract
11. Back check will be required
12. Must be a lifelong learner engaged in ongoing upgrading and certification achievements

Physical Requirements

1. Handling maximum of 0 -50 lbs
   1. Lifting
      1. 20- 50 lbs (occasional) – low level lifting
      2. 20- 50 lbs (frequent) - waist level lifting
      3. 20-50 lbs (rare) – above shoulder lifting
      4. 20- 50 lbs (occasional) – front carry
      5. 5-20 lbs (occasional) – side carry
   2. Pushing/Pulling (hand carts and dollies)
      1. 60-100 lbs (occasional)
2. Sitting/driving (constant)
3. Trunk rotation (frequent)
4. Crouching/squatting/kneeling/crawling (frequent)
5. Walking and standing (frequent)
6. Climbing stairs (occasional)
7. Hand use (frequent)