Position: IT Help Desk Specialist

Department: Information Technology

Reports to: IT Help Desk Manager

POSITION SUMMARY:

The IT Help Desk Specialist plays a crucial role within the service desk team that delivers exceptional customer service for Abbotsford Canucks, Aquilini Group (AG), and Canucks Sports & Entertainment (CSE) on technical issues. The selected candidate will be assisting end users and troubleshooting company supported software and hardware.

A typical day includes:

Providing first and second level support on computer hardware and software issues on both Microsoft and Apple platforms
Ensuring timely recording, tracking, escalation, and resolution of end-user technical problems and requirements received via telephone, e-mail, or in person
Recording all calls in the Technology Ticket Management System as per escalation procedures and priority settings and assigning to appropriate Technology staff member
Tracking IT hardware and software inventory
Assisting in documenting and communicating user/technical service policies for products
Developing reference and training materials and providing end-user training
Supporting outside normal business hours, including events at Rogers Arena and Abbotsford Centre
Supporting various off-site locations servicing companies within the AG Group

YOU HAVE:

A university degree or diploma, preferably in a technical related field
2 – 3 years’ experience within the Information Technology industry in a support capacity
Proficient in the Microsoft Ecosystem, including Office/O365, Exchange 2013/16, Remote Desktop, Server, and Desktop OS
Strong knowledge of Apple MacOS and iOS devices
Thrives in a fast-paced, team-oriented environment, handling multiple tasks efficiently and collaboratively
Strong organizational skills and attention to detail, with the ability to multi-task and balance priorities
Exceptional written and verbal communication skills, fostering clear and concise interactions with both technical and non-technical stakeholders
Exceptional customer service skills with an ability to interact in a professional and friendly manner with users at all organizational levels
Solid problem solving and troubleshooting skills coupled with a willingness to learn
Possess a valid driver’s license and vehicle
Ability to work flexible, extended hours, as required

YOU MAY ALSO HAVE:

Previous experience with Point-of-Sale hardware and software

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.