JOB TYPE: REGULAR, FULL TIME

Are you a community-minded person that’s passionate about investing locally and giving back to your community? Do you like working with other awesome and like-minded people toward a common goal?
Here at YNCU, we are all about putting our money where our mouth is and keeping our dollars local and investing back into our members, staff, and community; and we are looking for people like you to join our team.

JOB SUMMARY

The IT Help Desk Support assists the organization’s computer users by providing amazing customer service, troubleshooting, and technical support through phone, email, remote desktop, or in-person by receiving, prioritizing, documenting, and actively resolving end user help desk requests.

QUALIFICATIONS:

• Post-secondary degree/diploma in computer related field or equivalent work experience
• A+ & Net+ certification would be an asset
• Practical knowledge of most recent Windows OS, MS 365, Microsoft applications, and Microsoft Azure
• Basic knowledge of TCP/IP networking (firewalls, routing, security, DNS, VPN)
• Excellent knowledge of PC hardware and software
• Demonstrated troubleshooting abilities
• Must be able to perform heavy lifting on an occasional basis (approximately 13 kg)
• Must be bondable

• Troubleshoot effectively with end user to uncover the necessary details of the issue
• Determine the best solution based on the issue and details provided by the end users
• Walk end users through problem-solving processes
• Recognize and escalate deeper and more complex issues to System Administrators, or Network Specialist
• Follow up with end users to ensure their issues have been resolved
• Effectively communicate with the end users in a clear, positive, and professional manner
• Ensure all assigned requests are responded to and dealt with in a timely manner
• Accurately log help desk tickets into help desk software management
• Prioritize help desk tickets according to severity
• Record metrics to identify areas for improvement, or repetitive issues
• Demonstrate a patient attitude and ability to communicate with users with a varying level of expertise
• Perform basic hardware and software installations, configurations, and updates.
• Be an active member of a supportive and customer service-oriented IT team
• Administer hardware asset information
• Other duties as assigned