Service Desk Technician (U22-531) - Jobs in Airdrie, AB

Job Description

ABOUT USAt 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 28, 2022TITLE: Service Desk Technician (U22-531)DEPARTMENT: Information TechnologyWORK LOCATION/OFFICE: AirdrieSTATUS: 01 Full Time - SalariedNUMBER OF HIRES: 1Why Join Our TeamAt FortisAlberta, our employees’ matter. We work in a customer-focused and team-oriented environment where the safety of our employees and communities is paramount, our customers’ needs are a top priority and the reliability of their electricity service is critical. By joining the FortisAlberta family, you will become part of a collaborative and communicative culture, one that is respectful of our history, while focused on the future and the opportunities it brings. At FortisAlberta, we power Alberta communities and empower our people to do their best work.What Are We Looking ForFortisAlberta is looking for a Service Desk Technician to be responsible for providing first level support to clients on hardware and software issues ensuring a rapid restoration of service. The Service Desk Technician will be the first point of contact for the IT organization and perform all functions related to Incident management including incident identification, recording, classification, investigation/diagnosis, resolution/recovery, tracking/closure, monitoring and communications.This role will effectively diagnose and resolve technical issues involving desktop, laptop, server and network node outages as well as escalate hardware/software incidents that cannot be resolved to appropriate levels of support in a timely manner. The Service Desk Technician will provide technical and operational support for Office 365 and other supported software products and process Service Requests ensuring appropriate approvals and task assignments. Additionally this role will process Telecom requests ensuring appropriate approvals and task assignments and perform Telecom configuration changes and maintain appropriate documentation/files and related billing information.The Service Desk Technician will need to identify and implement service/quality improvements pertaining to resource utilization, workflow process and customer service. Special projects and other duties, as assigned.What will you bring to the Role

• Strong verbal and written communication skills including the ability to clearly present information to various audiences in both formal and informal settings
• Strong commitment to 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

Qualifications we are looking for:

• 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.

o an equivalent combination of education and experience may be considered.

• Certification in one or more of the following is preferred:

o Microsoft Office Specialist (MOS) o A + o ITIL Foundations o Microsoft MCP / MCSE o Industry specific customer service training / coursesSpecial Conditions:

• FortisAlberta has a mandatory COVID-19 Vaccination Policy.
• 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"We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.comQuick Apply

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