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.