Helpdesk Technician

Catalis Holdco Inc•Edmonton, AB

5d•Onsite

About The Position

The Helpdesk Technician plays a critical role in supporting Catalis’ IT infrastructure. This position is responsible for troubleshooting, repairing, and configuring both hardware and software systems. The technician provides technical support to users and assists with the implementation and maintenance of IT projects. Part of this role involves creating and updating documentation pertaining to these responsibilities. The Helpdesk Technician must ensure the smooth operation of computer hardware, networks, and peripherals, acting in accordance with company culture, best practices, and security protocols. A basic understanding of computer networking is required to perform these duties effectively. This is an onsite position working out of our Edmonton office Monday through Friday. You will be responsible for supporting the office independently and will be the point of contact for all office related issues.

Requirements

A minimum of 3 years experience in a helpdesk role is required.
Microsoft 365 Admin Centre and Active Directory: Strong familiarity with Microsoft 365 Admin Centre and Active Directory is required to manage users, groups, and resources effectively within the organisation.
Microsoft Intune: Working knowledge of Microsoft Intune is essential for managing devices and policies, supporting secure and efficient administration of endpoints.
Office 365 Applications: Proficiency in Office 365 applications is required to support users and maintain productivity tools throughout the organisation.
System Imaging and Deployment: Hands-on experience with imaging and deploying laptop and desktop systems is vital for hardware refreshes and new user setups.
Analytical Abilities: Excellent analytical and problem-solving skills are necessary to assess and resolve a variety of technical issues.
Technical Issue Diagnosis: Proven ability to efficiently diagnose and resolve technical problems, minimising downtime for users.
Hardware and Operating Systems: Solid understanding of computer hardware and both Windows and macOS operating systems is required for effective troubleshooting and user support.
Verbal and Written Communication: Strong verbal and written communication skills are essential for interacting with users, documenting procedures, and collaborating with the IT team.

Responsibilities

User Support and Issue Resolution: Helpdesk Technicians are the primary point of contact for user requests received through the Help Desk. Support is offered through various channels, including phone, email, remote access, or in-person assistance. The main objective is to troubleshoot and resolve technical issues efficiently. If an issue cannot be resolved, it is escalated to the appropriate team or supervisor to achieve timely resolution.
Hardware and Peripheral Management: This role includes procuring, configuring, and supporting workstations, printers, and other peripherals. The Helpdesk Technician ensures all equipment is properly set up and maintained to meet both organisational standards and user requirements.
Asset and Licence Management: Maintaining accurate records for asset management is a key responsibility. This includes tracking hardware inventory and overseeing assigned software licences to ensure compliance with company policies and optimal utilisation of resources.
System Maintenance and Security Compliance: The Helpdesk Technician is responsible for conducting routine maintenance, applying software updates, and managing patches on a regular basis. These activities are essential for maintaining system performance and ensuring adherence to established security policies.
Account and Access Administration: Creating and managing user accounts, permissions, and access for both internal systems and SaaS applications is a core duty. The Helpdesk Technician ensures users have appropriate access while upholding security standards.
Project Participation: The Helpdesk Technician actively participates in helpdesk-related projects as assigned by the supervisor. These projects may involve implementing new technologies, enhancing existing processes, or providing support for broader IT initiatives.
Task Management and Efficiency: Effective prioritisation of tasks and time management are crucial for incident resolution. The technician is responsible for ensuring all duties are completed in an organised and timely manner to support overall IT operations.