Help Desk Technician

Job Type: Permanent, full-time with benefits

Salary: $45,000 - $50,000 per year

The Commission for Complaints for Telecom-television Services (CCTS) is a customer-oriented organization located in downtown Ottawa. The organization’s mandate is to review and resolve consumer and small business telecom and TV complaints after interaction between the complainant and the service provider has failed to produce a satisfactory outcome.

We are seeking a Help Desk Technician who will be responsible for addressing first level support of service requests for workstations, printers, networks and other technologies and is the first point of contact for internal client service requests.

ROLES AND RESPONSIBILITIES

  • Provide in-person and telephone IT Support for employees’ technical issues with hardware and software including desktops and laptops, peripheral, operating systems, (Windows 7 and 10), office software applications (Microsoft Office 2013 and 2016) and other COTS and custom applications.
  • Install and configure Windows Operating systems including updates and patches
  • Install, configure and deploy desktops and laptops
  • Set up user profiles on Windows, Outlook and other applications
  • Provide basic technical support at the network level, including LAN and Internet connectivity
  • Assist in roll-out of new technologies and applications
  • Troubleshoot network printers, multifunction copiers and other peripherals
  • Document maintenance for all computer systems and network infrastructure in ticketing system
  • Remain up to date on new technologies and common techniques to troubleshoot and resolve IT issues
  • Communicate with internal clients as required to support their technology needs. Ensure end-users are informed of issue resolution progress
  • Support the IT team with special projects and IT initiatives on an as needed basis

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Must have a certificate or diploma from a technical college in Computer Science, Information Technology or a related field
  • Minimum one years’ experience providing internal IT support in a government, not for profit, or corporate environment, or equivalent combination of education and experience
  • Fluent in English, strong ability to communicate clearly, both orally and in writing
  • Bilingualism (French and English) an asset but not required
  • Very strong technical skills, including the ability to troubleshoot a variety of issues
  • Demonstrated ability to learn and adapt to changing technologies, processes and best practices
  • Proficient with MS Server 2016, able to configure and apply DNS, DHCP, Active Directory, and GPO
  • Experienced in Windows 7 and 10 operating systems. Experience with Linux operating system is an asset.
  • Experience supporting Microsoft Office Suite 2013 or 2016, with intermediate to advanced ability with Excel and Outlook
  • Experience supporting SaaS (cloud) applications is an asset
  • Experience with MySQL scripting is an asset
  • Experience with virtualization technologies such as Hyper-V or VM Ware is an asset
  • Experience with Symantec Endpoint Security and BackupExec is an asset
  • Experience with Mitel Call Center and Customer-Experience Solutions is an asset
  • Competent in the basics of Internet and LAN connectivity
  • Understanding of call centre environment an asset
  • Experience multitasking while working within strict deadlines and under pressure
  • Understanding of telecommunications or television industry is an asset

COMPETENCIES, SKILLS AND ATTRIBUTES

Results Focus (Service Delivery)

  • Strong ability to manage multiple priorities within deadlines without sacrificing quality of work
  • Strong ability to organize and plan own work

Quality and Risk Orientation

  • Strong ability to work to a high degree of accuracy
  • Strong ability to work with highest degree of ethics and integrity
  • Strong ability to act in an unbiased, diplomatic and professional manner

Problem Solving and Process Improvement

  • Good ability to analyze information and draw relevant conclusions
  • Good ability to troubleshoot a variety of technical issues
  • Strong ability to use good judgement in decision making
  • Good ability to identify issues and concerns that impact the team’s effectiveness and take action
  • Strong ability to solve problems and work independently, but also take initiative to involve others when appropriate
  • Good ability to identify innovative solutions
  • Good ability to determine when problem escalation is necessary

Stakeholder Relations and Customer Service Focus

  • Very strong customer-service orientation
  • Strong ability to respond to internal customers promptly and without ambiguity
  • Excellent ability to listen effectively
  • Good ability to clearly explain technical concepts in layperson’s terms
  • Good ability to influence and persuade others and effect change

Additional notes

Work conditions: The CCTS’ hours of operation are Monday to Friday, 9am to 8pm and subject to change. Some shift work within regular hours of operation may be required. Some additional work may be required outside of normal operating hours.

The CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation, please make the request as soon as possible. If the accommodation is related to a medical or health condition, you may be required to provide confirmation from a medical professional that you require the accommodation. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially.

Interested candidates should send a résumé and cover letter by email to: working@ccts-cprst.ca. Only candidates who will be selected for testing and an interview will be contacted.

Subscribe to our newsletter

Be informed. Subscribe to our mailing list to know what's happening in the phone, internet, wireless and TV industry.