Service Desk Specialist - Jobs in Edmonton, AB

Receive and respond to inquiries related to applications supported by the Help Desk.
Provide support to clients via email, support tickets and phone calls on a day-to-day basis.
Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or escalated support requests to the next level of expert support.
Follow customer change management processes where required
Work effectively through communication with technical and /or business teams to resolve client issues.
Provide proactive communication of application/infrastructure problems and issues to key stakeholders, including client stakeholders, IDX management, and support engineers.
Provide regular status reports of all reported issues.
Participate in build and deployment activities for clients - some local travel may be required.
Maintain a repository of known problems/issues and related resolution/’work around’; and a repository of best practices for technologies supported by the help desk.
Participate in training for new technologies, including obtaining certifications on those technologies
Provide rotating ongoing 24/7 support of supported systems and services

Two to four plus (4+) years experience as an Application Help Desk analyst working directly with stakeholders external to the organization.
Four plus (4+) years of windows desktop and peripheral hardware support experience
Experience with enterprise and desktop applications, including Microsoft M365 Suite, and MS Teams
The ability to demonstrate working knowledge of system security, networking infrastructure, and host connectivity.
Strong analytical and problem-solving skills;
Strong time management, prioritization, and organizational skills
The ability to multitask and prioritize workload while ensuring quality of service
The ability to work independently and collaborate in a cross functional environment
Excellent communication skills (both verbal and nonverbal).
A self-motivated work ethic, with a can-do attitude and is customer-service oriented

Additional skillsets that would be considered an asset:

Microsoft Intune/Endpoint Management Administration & Automation
Hands on experience with wireless access point design and deployment
Network device firmware/OS upgrade experience
The ability to demonstrate working knowledge of system security, networking infrastructure, and host connectivity.
An understanding of next generation firewall/security appliance technologies, experience with Palo Alto and/or Fortinet firewalls would be considered an asset
PowerBI
Experience with ConnectWise Manage
Experience with configuration and maintenance of retail inventory systems

Education, Training and Experience

Degree, diploma or certification in related IT field would be considered an asset

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