IT Help Desk Technician (Edmonton, AB | On-Site)

Job description

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 support for hardware, operating systems, software and telephone communications. • Researching and identifying the root cause of persistent issues and fixing reoccurring issues at their source or escalating to the appropriate next support Tier to minimize disruption to the business. • Providing relevant concise information and training to end users. • Maintaining and creating documentation consisting of, but not limited to, the following: user manuals, process guides, technical guides, etc. • Participating in agreed-upon team goals to achieve SLA commitments. • Providing on-site support for setting up and staging software and hardware for events. • Serve as a subject-matter resource for meeting and collaboration software (e.g., Microsoft Teams), supporting staff with setup, troubleshooting, and effective use of the platform's features. • Deploying and configuring workstations, peripherals, operating systems, and software using standard internal imaging tools and practices. • Working with vendor support to ensure support issues are resolved and tickets are created/closed in a prompt manner. • Participating in the development of process improvement techniques to gain departmental efficiencies. • Logging, categorizing, prioritizing and resolving incidents and service requests within the IT service management (ITSM) ticketing system in accordance with established procedures. • Performing user account administration and access support (e.g., password resets, account lockouts, and multi-factor authentication) within Active Directory / Microsoft Entra ID. • Supporting end-users with Microsoft 365 Copilot and other AI productivity tools, including assistance with access, basic usage guidance and adoption, and first-line troubleshooting, escalating complex issues to the appropriate tier. • 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; previous work experience is required. • Demonstrated experience of 1 to 2 years in a similar role within a professional setting • Experience with Microsoft Suite of applications and M365; any Microsoft certificate in M365, Desktop or Server would be an asset. • ITIL Foundation and CompTIA A+ certification would be an asset. • Familiarity with Microsoft 365 Copilot (or comparable AI assistant tools) • Knowledge and understanding of a basic networked computing environment, various computing peripherals such as barcode scanners, 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. • Excellent written, verbal and interpersonal communication skills, with strength in rapport building and active listening. • Ability to make decisions independently using logical assumptions and information, multi-tasking and prioritization. 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 is a salaried position that is based on experience and qualifications. • Must be able to pass a basic security clearance.