User Support Technician

About us

Dorward Engineering Services Ltd. is a small business in Whitehorse, YT Y1A 1A6. We are professional, agile, and professional.

Our work environment includes:

• Modern office setting
• Food provided
• Modern office setting

Job Title:User Support Technician - NOC 2282

Location: Dorward Engineering Services

Type: Full-time

Working Hours: Monday to Friday, 9:00 AM to 5:00 PM

Salary: $27 per hour

Job Description:

We are seeking a highly motivated and skilled User Support Technician to join our team. As a User Support Technician, you will play a crucial role in providing troubleshooting assistance and technical support to our office staff. The successful candidate will have excellent communication skills, a strong technical background, and a passion for solving technical issues.

Key Responsibilities:

• 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.
• Emulate or reproduce technical problems encountered by users.
• Provide advice and training to users in response to identified difficulties.
• Provide business systems, network, and Internet support to users in response to identified difficulties.
• Collect, organize, and maintain a problems and solutions log for use by other technical support analysts.
• Participate in the redesign of applications and other software.
• May supervise other technical support workers in this group.

- Document and track support tickets using ticketing systems such as Jira or Remedy
- Conduct training sessions to educate end-users on software applications and IT best practices
- Maintain inventory of IT equipment and software licenses

Skills:
- Strong knowledge of desktop support principles and practices
- Proficiency in troubleshooting hardware and software issues
- Familiarity with network protocols, firewall configurations, and VPN setups
- Experience with ticketing systems such as Jira or Remedy for issue tracking
- Proficient in Microsoft Office suite (Word, Excel, PowerPoint)
- Familiarity with computer hardware components and peripherals
- Knowledge of MacOS operating system is a plus
- Excellent communication skills, both verbal and written

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of responsibilities, skills, duties, or requirements associated with the role.

Job Types: Full-time, Permanent

Salary: $25.00-$35.00 per hour

Expected hours: 40 per week

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay
• Overtime pay

Experience:

• IT support: 1 year (required)

Licence/Certification:

• CompTIA A+ (preferred)

Ability to Commute:

• Whitehorse, YT Y1A 1A6 (required)

Ability to Relocate:

• Whitehorse, YT Y1A 1A6: Relocate before starting work (required)

Work Location: In person