Services Technician

  

GENERAL ACCOUNTABILITY

The Services Technician reports to the Team Lead. The Services Technician is responsible for the troubleshooting, repair, installing of peripherals, and instrumentation devices or hardware, as well as providing technical assistance and training to system users. The Services Technician must demonstrate ability to enable technology solutions by working collaboratively with clients, business partners, other IT Divisions, vendors and corporate stakeholders.

SPECIFIC ACCOUNTABILITIES

Intermediate Level. Responsible for troubleshooting, repair and upgrading of computer equipment and other hardware. Provides on-site or remote IT Services. Duties may include:

 

  • Diagnose system hardware, software, and operator problems; and recommend or perform remedial actions to correct problems based on knowledge of system operation.
  • Assemble, configure, deploy and troubleshoot computers and peripherals.
  • Install and/or upgrade operating systems, drivers and properly approved and licensed software and test for functionality
  • Provide training on hardware and software
  • Mentor and train teammates
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to our clients
  • Work with ticketing system provided, accurately and completely documenting work performed.
  • Maintain documentation for the knowledge base
  • Create and maintain effective workflows that support document management service standards and ticket quality standards
  • Monitor and maintain queues according to outlined processes.
  • Ensure the timely and accurate preparation of documents in the knowledge base, as well when required SharePoint documents and documents on the Network Share.
  • Create, assign tasks as per defined procedures for the teams to maintain a balanced workload
  • Perform routine equipment maintenance and upgrade tasks
  • Troubleshoot problems on computers, peripherals and refer more complex problems to experienced staff
  • Follow all process and procedures required of the various roles within the teams.
  • Performs initial triage on Audio Visual equipment
  • Performs initial triage on personal printers and facilitates warranty work
  • Participate in multi team rotations as required
  • Understand and demonstrate the willingness to promote Insight’s vision and values

QUALIFICATION (EDUCATION, EXPERINCE, KNOWLEDGE, SKILLS, AND ABILITIES)

  1. IT related Certificate or Diploma from a recognized post secondary institution
  2. 2-5 years troubleshooting related experience and/or IT customer service experience in an enterprise environment
  3. Strong communication, organizational, customer service and problem solving skills
  4. Must possess A+ certification and two other hardware/software related certifications
  5. MCSE, MCP designation an asset
  6. ITIL Foundations designation an asset
  7. Experience with Citrix XenDesktop/XenApp 7.6, Microsoft Configuration Manager 2012, VMware vSphere 6 is an asset.
  8. Working knowledge of PowerShell is an asset
  9. Working knowledge of Remedy is an asset
  10. Must possess Current Class 5 Alberta Drivers License
  11. Current Drivers Abstract
  12. Back check will be required
  13. Must be a lifelong learner engaged in ongoing upgrading and certification achievements

 

PHYSICAL REQUIREMENTS – DEMANDS ANALYSIS

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

3 - for service technicians

 

Physical Requirements – Demands Analysis

  • Handling maximum of 21-65 lbs.
    1. Lifting
      1. 5- 65 lbs. (occasional) – low level lifting
      2. 5- 65 lbs. (frequent) - waist level lifting
      3. 5-65 lbs. (rare) – above shoulder lifting
      4. 5- 65 lbs. (occasional) – front carry
      5. 5-65 lbs. (rare) – side carry
    2. Pushing/Pulling (hand carts and dollies)
      1. 60-100 lbs. (occasional)
  • Sitting/driving (constant)
  • Trunk rotation (rare)
  • Crouching/squatting/kneeling/crawling (occasional)
  • Walking and standing (frequent)
  • Climbing stairs (occasional)
  • Hand use (frequent)

 

Posted
10/05/2020
Salary Range
$53,000.00 - 61,000.00
per Year
Salary range estimated by
Location
Calgary, AB, CA