We are seeking a skilled and customer-oriented individual to join our team as a User Support Technician. As a key member of our IT support team, the User Support Technician will play a crucial role in ensuring the smooth operation of our technology systems and providing assistance to users facing technical issues. If you have a passion for problem-solving, excellent communication skills, and a strong technical aptitude, we invite you to apply for this dynamic position.
Job details
- Location: Bay 5, 3850 19 Street NECalgary, ABT2E 6V2
- Salary: 30.00 hourly / 37.5 hours per week
- Terms of employment Permanent employment: Full time
- Start date: Starts as soon as possible
- Vacancies 1
- Verified
Overview
Languages
English
Education
- College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
Experience
1 year to less than 2 years
Responsibilities:
- Technical Support:
- Provide timely and effective technical support to users, addressing hardware, software, and network-related issues.
- Troubleshoot problems through remote assistance, phone support, or in-person interactions.
- Issue Diagnosis and Resolution:
- Diagnose and analyze user-reported issues, identifying root causes and implementing solutions.
- Escalate complex issues to higher-level support teams as needed.
- Customer Service:
- Offer exceptional customer service by maintaining a positive and professional demeanor.
- Communicate technical information in a clear and understandable manner to users with varying levels of technical expertise.
- User Training:
- Provide basic user training on software applications, hardware usage, and best practices to enhance user proficiency.
- Create user-friendly documentation and guides for common issues.
- Software Installation and Updates:
- Assist with the installation, configuration, and updating of software applications.
- Ensure that all software is up-to-date and in compliance with licensing agreements.
- Hardware Maintenance:
- Conduct basic hardware troubleshooting and maintenance.
- Coordinate with vendors for hardware repairs and replacements when necessary.
- Security Support:
- Assist in the implementation and maintenance of security protocols.
- Educate users on cybersecurity best practices and address potential security threats.
- Documentation and Reporting:
- Maintain accurate records of user issues, resolutions, and support activities.
- Generate reports on recurring issues and provide recommendations for improvements.
Requirements:
- Proven experience as a User Support Technician, Help Desk Technician, or in a similar technical support role.
- Strong knowledge of hardware, software, and network troubleshooting.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal abilities.
- Customer-focused with a commitment to providing exceptional service.
- Technical certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Technician are a plus.
Education and Qualifications:
- Associate’s degree in Information Technology, Computer Science, or a related field.
- Relevant certifications and ongoing professional development are advantageous.
Benefits:
- Competitive salary
- Health and dental insurance
- Retirement savings plan
- Opportunities for professional development
- Supportive and collaborative work environment
Tasks
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Provide advice and training to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- Provide business systems, network and Internet support to users in response to identified difficulties
Who can apply to this job?
Only apply to this job if:
- You are a Canadian citizen, a permanent or a temporary resident of Canada.
- You have a valid Canadian work permit.
If you are not authorized to work in Canada, do not apply. The employer will not respond to your application.
Advertised until
2024-03-04
FAQs
1. What does a User Support Technician do?
User support technicians, also known as help desk technicians or IT support specialists, provide assistance to users facing technical issues. They troubleshoot problems, offer solutions, and ensure that technology systems run smoothly.
2. What skills are essential for a successful User Support Technician?
Key skills include strong problem-solving abilities, excellent communication, technical proficiency, customer service orientation, and the ability to adapt to evolving technologies.
3. How do User Support Technicians handle technical issues?
They use their technical expertise to diagnose and troubleshoot hardware and software problems. This may involve guiding users through solutions over the phone, via email, or in person.
4. What types of technical issues do User Support Technicians address?
User Support Technicians handle a broad range of issues, including software glitches, hardware malfunctions, network connectivity problems, and user account issues.
5. How do User Support Technicians stay updated on evolving technologies?
Continual learning is crucial. User Support Technicians often engage in ongoing training, attend workshops, and stay informed about industry trends to provide effective solutions.
6. What is the role of User Support Technicians in cybersecurity?
They play a role in ensuring the security of systems by assisting with the implementation of security protocols, educating users on best practices, and addressing potential security threats.
7. How do User Support Technicians prioritize and manage multiple issues?
Effective time management and a systematic approach are key. User Support Technicians prioritize issues based on urgency, impact on operations, and user needs.
8. Is certification necessary for a career as a User Support Technician?
While not always mandatory, certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Technician, or other relevant credentials can enhance job prospects and demonstrate expertise.
9. How do User Support Technicians handle frustrated or upset users?
Soft skills are crucial in these situations. They remain calm, empathetic, and focused on resolving the issue while providing clear and understandable instructions.
10. What career paths can User Support Technicians pursue?
User Support Technicians can progress to roles such as IT Specialist, Network Administrator, or Systems Analyst. Ongoing education and certifications can open doors to more specialized positions.
