Service Desk Technician (U24-310)

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Date: Nov 8, 2024

Location: Airdrie, Alberta, CA

Company: FortisAlberta

ABOUT US
At FortisAlberta we invest in our greatest resource – our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.

APPLICATION DEADLINE: November 21, 2024
TITLE: Service Desk Technician (U24-310) 
DEPARTMENT: Information Technology  
WORK LOCATION/OFFICE:  Airdrie                                                   
HOURLY WAGE: $44.39 - $59.21                                 
UUWA PAYSCALE: I1                 
STATUS: 01 Full Time - Salaried  
NUMBER OF HIRES: 1                                  

 

DESCRIPTION: 
Under the general supervision of the Supervisor IT Service Desk, the Service Desk Technician will primarily be responsible for providing first level support to internal clients on computer hardware and software issues ensuring a rapid restoration of service.

     

DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):

  • Point of contact for the IT organization, perform all functions related to Incident management including:
    • Incident identification
    • Recording
    • Classification
    • Investigation / diagnosis
    • Resolution / recovery
    • Tracking / closure
  • Monitoring and communications
  • Effectively diagnose and resolve technical issues involving desktop, laptop, server and network node outages
  • Escalate hardware / software incidents that can not be resolved to appropriate levels of support in a timely manner
  • Provide technical and operational support for Office 365 and other supported software products
  • Process Service Requests ensuring appropriate approvals and task assignments
  • Process Telecom requests ensuring appropriate approvals and task assignments
  • Perform Telecom configuration changes and maintain appropriate documentation / files and related billing information
  • Identify and implement service / quality improvements pertaining to resource utilization, workflow process and customer service
  • Special projects and other duties, as assigned 

 

KNOWLEDGE, SKILLS & ABILITIES: 

  • Demonstrated verbal and written communication skills including the ability to clearly present information to various audiences in both formal and informal settings
  • Exceptional customer service focus with the proven ability to develop and maintain effective relationships with team members and internal and external stakeholders 
  • Demonstrated ability to build strong partnerships with all levels of employees through intuitive business insight and personal credibility; this includes the ability to make recommendations and influence outcomes
  • Demonstrated ability to resolve issues by analyzing and evaluating possible solutions    
  • Excellent organizational and time management skills to manage multiple priorities and competing demands with tight timelines 
  • Strong leadership capabilities; capable of providing clear, concise direction
  • Positive attitude capable of ensuring a win – win resolution to client and business problems
  • Demonstrated ability to translate technical ideas and methodologies into common terminology
  • Excellent knowledge of Microsoft Windows 10, Office 365, Anti –Virus software, remote control products and automated software distribution; familiarity with SAP would be an asset 


REQUIRED QUALIFICATONS: 

  • Degree in Information Technology and 2 years’ experience in IT Support Service Desk role in an Information Technology Enterprise environment is required, or
  • A Computer Support Technician Diploma, or Help Desk Analyst Diploma, plus 4 years’ experience in IT Support Service Desk role in an Information Technology Enterprise environment is required.
    • an equivalent combination of education and experience may be considered.

 

PREFFERED QUALIFICATONS: 

  • Certification in one or more of the following is preferred:
    • Microsoft Office Specialist (MOS)
    • A +
    • ITIL Foundations  
    • Microsoft  MCP / MCSE  
    • Industry specific customer service training / courses

 

Special Conditions: 

  • Participation in an on-call technical support rotation is required
  • This position will be required to work non-standard shifts which may change on a periodic basis


TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"

If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.com