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.
