Position: IT Support Generalist (Tier 1/2)

Location: Calgary

Type: Contract, 12 months, Full Time

Reports To: Director, Information Technology

The Position

The IT Support Generalist (Tier 1/2) role will provide Tier 1 and 2 internal technical support on the IT Service Desk and system administrator support for corporate server and network infrastructure. The role is responsible for ensuring that incidents and service requests are addressed within established service level agreements with accuracy, professionalism and a high degree of customer focus. Additional responsibilities of the role include participation in the team’s on-call and scheduled after-hours maintenance rotation. The position is required to work on-site in the Calgary head office location.

Key Accountabilities:
Respond to technology incidents or service requests via tickets, phone, or email to diagnose and resolve issues within established SLAs.

Manage personal and team ticket queues and provide appropriate client communication and follow-up.

Progress tickets to higher level support tiers with appropriate technical troubleshooting and documentation.

Deploy or replace laptop or desktop hardware as required.

Install/move existing laptop or desktop hardware as required.

Onboard and offboard employees with appropriate account provisioning or termination.

Respond to security alerts, threats and action as appropriate.

Monitor and manage email SPAM and quarantine events.

Respond to outages and issues as part of an incident management process.

Educate employees on usage of hardware, operating systems and software.

Participate in related projects as required.

Participate in rotational on-call and/or after-hours duties as required.

Participate in after-hours maintenance activities as required.

Promote and uphold corporate cyber-security standards, policies and access controls.

Job Specific Competencies:
Superior customer service skills when dealing with internal and external stakeholders.

Critical thinking to assess situations that requite higher level intervention.

Strong analytical skills when addressing situations to determine appropriate solution or outcome.

Excellent written and verbal communication skills to handle and respond to different situations.

Works collaboratively with team members and others, sharing ideas, information for the benefit of the team.

Operates with high attention to detail to meet or exceed team goals.

Accountability – takes personal ownership and responsibility for the quality and timeliness of work commitment.

Continuous and curious learner.

Positive attitude, team player, and change agent.

Core Competencies

Integrity, ethics & honesty

Service oriented

Relationship builder

Adaptable

Accountable

Excellent communicator