Help Desk Technician – Level 1Durabuilt Windows & Doors • Edmonton, Alberta, Canada
Help Desk Technician – Level 1
Durabuilt Windows & Doors
- Edmonton, Alberta, Canada
- Edmonton, Alberta, Canada
À propos
We are seeking an enthusiastic and customer-focused IMT Help Desk Technician – Level 1 to join our IMT infrastructure support team. This entry-level role serves as the first point of contact for employees experiencing technical issues with end-user hardware, software, and connectivity.
The successful candidate will provide front-line support, accurately document issues, resolve common problems using established procedures, and escalate more complex issues to senior IT staff. This role is designed for individuals early in their IT career who are eager to learn in a structured, supportive environment.
KEY RESPONSIBILITIES
1. End-User Support and Customer Service
Serve as the first point of contact for IMT-related issues via phone, email, chat, or in-person support
Provide courteous, patient, and professional assistance to users with varying technical skill levels
Actively listen to user concerns and gather relevant information to diagnose issues
Explain technical solutions in clear, non-technical language
Maintain a positive and professional demeanor, including during high-demand periods
2. Ticket Management and Documentation
Create, update, and close support tickets in the IMT service management system with accurate and complete information
Categorize and prioritize tickets based on documented procedures and service level targets
Document troubleshooting steps and resolutions for knowledge sharing and audit purposes
Escalate unresolved or complex issues to Level 2 or specialized teams following defined escalation paths
Follow up with users to confirm resolution and satisfaction
3. Technical Troubleshooting (Level 1 Scope)
Troubleshoot common end-user hardware issues (desktops, laptops, monitors, keyboards, mice, printers)
Resolve basic software issues, including application errors and installation problems
Assist with Windows 10/11 operating system issues and basic configuration
Troubleshoot basic wired and wireless network connectivity issues
Support mobile devices for email and approved corporate applications
Use approved remote support tools to diagnose and resolve issues
4. Microsoft 365 and Collaboration Support
Assist users with Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and OneDrive
Troubleshoot email access and basic configuration issues
Support Microsoft Teams meetings, screen sharing, and collaboration features
Assist with OneDrive file synchronization and SharePoint access issues
Guide users through multi-factor authentication (MFA) setup using documented procedures
5. Account and Access Support (Procedural)
Reset passwords and unlock user accounts following established identity verification and security procedures
Assist with account provisioning and de-provisioning under the direction of senior IT staff
Manage access to shared folders, printers, and network resources as authorized
Assist users with VPN and remote access connectivity issues
Verify user identity before performing any account-related actions
6. Hardware and Software Setup
Prepare and configure desktop and laptop computers for new and existing employees
Install approved software using standard images and deployment tools
Set up printers, scanners, and peripheral devices
Perform basic hardware replacements (e.g., keyboard, mouse, approved components)
Maintain IT asset records and update inventory systems
Assist with workstation imaging and deployment following documented procedures
7. Knowledge Sharing and User Enablement
Provide basic guidance to users on standard applications, IT policies, and security best practices
Create and update knowledge base articles for common issues
Promote self-service tools and resources where available
Share lessons learned with team members to improve service quality
8. IMT Operational Support (Assisted)
Support onboarding and offboarding activities under established processes
Assist with IT equipment moves, adds, and changes
Observe and report endpoint security alerts or system notifications to senior IMT or security staff; no independent security decision-making
Assist with scheduled and supervised maintenance tasks as directed
Participate in IT initiatives and improvement projects as assigned
REQUIRED QUALIFICATIONS
Education and Certifications
Post-secondary education in Information Technology or a related field
CompTIA A+ certification is an asset or willingness to obtain within the first 6 months
Interest in pursuing additional certifications (e.g., Network+, Microsoft 365, ITIL Foundation)
Experience and Technical Skills
0–2 years of experience in a help desk, service desk, or technical support role (entry-level candidates welcome)
Working knowledge of Windows 10/11
Familiarity with Microsoft 365 applications
Basic understanding of computer hardware and peripherals
Basic networking concepts (Wi-Fi, connectivity, DNS fundamentals)
Familiarity with ticketing systems and service desk processes
Exposure to Active Directory user support (password resets, account unlocks)
Soft Skills
Strong customer service mindset with patience and empathy
Clear verbal and written communication skills
Strong organizational and time management abilities
Willingness to learn and follow documented processes
Ability to work independently and as part of a team
Professional demeanor and respect for confidentiality
WORKING ENVIRONMENT and PHYSICAL REQUIREMENTS
On-site role within an office or manufacturing support environment
Standard business hours with occasional extended hours during planned activities
Ability to lift and move IT equipment (up to 50 lbs)
Regular movement throughout facilities to provide on-site support
Combination of desk-based and hands-on technical work
PERFORMANCE EXPECTATIONS
Performance will be assessed using:
Quality and accuracy of ticket documentation
Adherence to procedures and escalation protocols
Customer satisfaction feedback
Responsiveness and reliability (after onboarding period)
Demonstrated learning and skill progression
Performance targets are applied following a defined onboarding and ramp-up period.
CAREER DEVELOPMENT
This position provides a structured pathway for growth:
Progression to Help Desk Technician – Level 2
Exposure to infrastructure, cloud, and security disciplines
Training and certification support
Mentorship from senior IMT staff
WHAT WE OFFER
Competitive entry-level compensation
Comprehensive benefits package
Paid training and certification opportunities
Mentorship and structured onboarding
Clear career progression
Supportive team environment within a growing organization
Compétences linguistiques
- English
Avis aux utilisateurs
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