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IT Support and Help Desk Technician

Number of Available Positions: 1

Location: Ottawa

Experience Level Required: Fresh

Volunteer: Internship: Co-Op: Contract:
Casual: Part Time: Full Time:
JOB PURPOSE:

To provide Tier 1 support to customers via phone, email, ticketing system, and computer chat asking appropriate questions and using knowledge and resources to diagnose and resolve issues; escalate issues that extend beyond Tier I span of control; be accountable for ensuring appropriate controls are in place for the security of information assets in addition to safeguarding information by seeing that security risks are identified, assessed and accurately reported for ENCADE and all its clients.

Disclaimer: This position is unpaid. If you are applying for a co-op, please confirm from your college prior to submitting your application.

ROLES & RESPONSIBILITIES:
  • Manage the cloud security and commissioning policies to make the applications and services more secure or accessible
  • Troubleshoot the problems and incidents using remote connection and diagnosis
  • Act as the First Point of Contact for clients and users that face any technical issues
  • Provide best solutions and application options to the clients in accordance with their needs
  • Provide accurate information about products and services provided by ENCADE
  • Document the interactions and updates with clients
  • Collaborate with the Security and Help Desk team to provide excellent customer service
  • Document user guides and procedures to be followed by other staff
  • Document FAQs and knowledgebase
  • Perform other duties as we may need you to do
QUALIFICATION: Bachelor’s degree in IT or Computer Science related discipline
RELEVANT EXPERIENCE:
  • 1 to 2 years’ experience in an IT helpdesk capacity Experienced in IT support or Completed technical education or currently enrolled in the second year of a Computer Science, Programming, Systems Technician, or relevant IT programs
  • Proficiency in working with Azure Active Directory is highly preferred
  • Experience working on Ticketing Tool preferred
SKILLS/ COMPETENCIES:
  • Ability to multitask and manage time well
  • Competence in Office 365, MS Project and MS Planner
  • Ability to run diagnosis and resolve basic technical issues.
  • Efficiency in using remote connection tools, troubleshooting tools and windows features.
  • Possession of basic knowledge of Cloud networks and virtual work environment
  • Demonstrate an in-depth knowledge of Information Security risk and industry best practices
DIMENSIONS (METRICS):
  • Response time
  • Support tickets opened
  • Resolution time
  • Backlogs
  • Customer satisfaction
  • First contact resolution
PERSONAL CHARACTERISTICS      & BEHAVIOUR:
  • Should detail oriented in order to keep detailed notes on tickets
  • Should have exceptional Communication and Technical Documentation skills
  • Must have excellent oral communication skills
  • Must be calm and client oriented
  • Should inherently demonstrate a high level of integrity and be trustworthy
  • Should be enthusiastic, ready to learn and grow
BENEFITS:
  • Training (Office 365, Cyber Security, and the virtual environment)
  • Mentoring and Coaching in the area of volunteer work
  • Reimbursement of exam fees when successfully earned the pre-approved professional certification (certain conditions applies)
  • Fixable hours and Working Virtually
  • Able to obtain a reference letter from ENCADE on the hours reported in approved time-sheet
  • Regular appraisal evaluations of skills with suggestions for improvements
  • This volunteer work / internship can be reflected on academic credits whenever applicable and accepted by the educational institution
  • Addition to the PDUs of the project management certification requirement
VOLUNTEER EXPECTATIONS:
  • 10 Hours a week minimum
  • Weekly time sheet reporting
  • Display a positive and respectful attitude
  • Work with honesty and integrity
  • Represent the organization in a responsible manner
  • Take initiative
  • Perform their jobs to a reasonable, acceptable standard
  • Deliver results
  • Maintain good attendance
  • Be dependable and responsible
  • Be a good team player
  • Conduct themselves in a professional manner, even when off duty
  • Follow set policies and procedures when dealing with problems or issues
We look forward to having you in our fantastic team  

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