IT Help Desk Technician Tier 2

Job Title:

IT Help Desk Technician Tier 2

Department:

Business Technology

Reports to:

Senior IT Supervisor Cementation Americas

GENERAL PURPOSE OF THIS JOB

Reporting to the Senior IT Supervisor Cementation Americas the IT Help Desk Admin monitors and actions Help Desk tickets as they are entered at the Head Office and Field Offices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

HEALTH AND SAFETY

• Work in compliance with all Health and Safety rules and regulations for Cementation
• Be aware of any health and safety hazards or infractions and report same to Health and Safety Department
• Keep the IT cubicles and Server room free from debris on the floor

GENERAL RESPONSIBILITIES

• Effectively use Help Desk Ticket System to manage day to day requests
• Troubleshoot employee computers
• Format/Install/Configure new and old computers
• Assist in maintaining and troubleshooting a network with approximately 170 internal users and several field and satellite offices
• Work with and set up VPN software
• Troubleshoot printing issues
• Provide services to clients as requested i.e. moving files to various locations on network; burn CDs as required
• Maintain and manage an inventory of computer and network equipment
• Create/edit/modify users & email
• Other duties as assigned

TRAVEL REQUIREMENTS

• This position has the requirement for occasional travel to our project sites and offices
• Travel may include Canadian and US assignments

SUPERVISORY RESPONSIBILITIES

• Has no direct reports, however, is responsible for delegating and monitoring the work of students/interns working in the department and third party suppliers

EDUCATION AND EXPERIENCE

• College diploma or equivalent
• 3 years experience
• Microsoft Certifications would be considered an asset

SKILLS, KNOWLEDGE & ABILITIES

• Able to work in a group environment
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
• Able to effectively prioritize workload to ensure deadlines are met
• Able to troubleshoot in a fast paced, complex environment, including working with remote clients over phone and email
• Helpdesk Management
• SharePoint Management experience
• Familiar with remote desktop software
• Proficient with HP, Canon and Xerox printers in a network environment
• Working knowledge of Windows 10 installation and troubleshooting
• Proficient in current on Office 365 Products
• Experience with SolidWorks/AutoCAD is considered an asset

Supporting a Diverse & Inclusive Workforce

At Cementation Americas, we believe in diversity and inclusion. We recognize the benefits of a diverse and inclusive workforce, and we strive to provide a work environment that is respectful to all employees. One of our core values as a company is giving employees every opportunity to succeed this starts with treating everyone with dignity and respect and valuing the unique contribution of every employee.

We encourage applications from people of diverse backgrounds and candidates for employment will be assessed in a non-discriminatory manner. In addition to career development training, all employees are provided with diversity and inclusion training. As a team, we will continue to grow and learn together.

We offer a competitive compensation package for our employees, including a generous group benefits plan, and we are committed to providing training and development for all employees.

Cementation is an Equal Opportunity Employer.