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Help Desk Analyst - Tier 1 - Jobs in Calgary, AB

Plenum
Job LocationCalgary, AB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Job title: Tier 1 Help Desk AnalystReports to: Service ManagerDate: June 2022OrganizationVision: Plenum’s vision is to become your trusted IT department. Why staff one person into a single position when you can have a department for lessMission: Provide enterprise-level support to small to midsized businesses with properly scaled solutions heretofore unavailable to that market segment.Values: Plenum is built on a foundation of properly managed client relationships, starting with trust and transparency. Honesty and responsibility are cornerstones of our offering.Position SummaryDuties and Responsibilities The IT Service Technicians are responsible for the resolution of Plenum’s client issues including diagnosing, triaging, maintenance, reporting, break/fix and escalation of issues to provide excellent customer service.

  • Provide general and in-depth support and solutioning to all clients
  • Complete detailed ticketing for requests for technical assistance, steps taken to resolve them, and the specific dates and times involved.
  • Act as the initial point of contact for all computer and system related concerns from clients.
  • Assist management in creating documentation pertaining to computer troubleshooting and usage
  • Organize, file, and keep current, documentation pertaining client networks and processes.
  • Maintain accurate ticketing details for all required work on client systems, including system updates and maintenance, break/fix etc. as well as the date of completion
  • Resolve technical issues related to network interruptions
  • Actively update, maintain, and monitor all aspects of computer networks
  • Service and repair hardware
  • Attend in-person site visits with clients to analyze, troubleshoot and diagnose hardware
  • Provide recommendations for network upgrades, projects, and requirements for all clients
Customer ServiceProvide ticket support and service level management.
  • Handle all inquiries, feedback, complaints, or concerns professionally and courteously
Technical Skills
  • Working understanding of Plenum’s clients’ systems, processes, service agreements
  • Working capability in one or more areas of IT/IS and working understanding of business
  • Working understanding and capability to support all of Plenum’s offerings (Telecom, infrastructure, networking, network management, etc.)
Decision Making
  • Semi-routine with limited alternatives and clear guidelines for solutioning
  • Ability to prioritize work tasks
  • May require more skill, analysis, research, or further outreach to clients
Competencies
  • Proficiency in computer hardware, software, cabling, installation, networking, and security
  • Multi-tasking and time management
  • Demonstrated problem-solving skills
  • Excellent customer service skills
  • Attention to detail and ability to communicate tactfully
Plenum Competency RequirementsCommitment to Vision – understand the company’s structures, goals, vision, and values. Demonstrates awareness of the impact and implications of decisions and activities and knows the formal decision-making process. This includes an understanding of the implications for various stakeholders and understanding the impact on clients, partner agencies, and peers.Fostering Collaboration, Cooperation, and Teamwork – promote cooperation, collaboration, and partnerships between individuals or groups both inside and outside of the organization and understand their own role and the roles, responsibilities, and contributions of others, and works toward win/win successes.Continuous Improvement/Innovation - identify opportunities for improvement while considering current procedures and measures of performance. Recognize opportunities to apply ideas in new ways demonstrating initiative, resourcefulness and perseverance when transforming ideas into actions, or services.Decision Making – utilize objective and valid information from a variety of sources to make informed decisions. Understand the potential impacts and keep all relevant stakeholders informed.Job Types: Full-time, PermanentSalary: $40,000.00-$60,000.00 per yearAdditional pay:
  • Overtime pay
Benefits:
  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • Vision care
Schedule:
  • 8 hour shift
  • Monday to Friday
  • On call
Application question(s):
  • Do you live in Calgary, AB
Licence/Certification:
  • Class 5 Drivers Licence (required)
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