Help Desk Support Technician
(IT, Computers & GIS)
Contract
Nanaimo, British Columbia, Canada
Help Desk Support Technician, IT Infrastructure Team
WFP is currently seeking a Help Desk Support Technician to join our Management Information Services (MIS) Team and Business Services Group. The IT Professional will work under contract, from the administration office in Nanaimo, BC, but may be required to travel to various company locations.
The IT Infrastructure Team provides a broad range of customer support services to all administration offices, divisions, and operations, including, but not limited to:
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- Network Administration
- Hardware Support
- System Security Controls
- Help Desk Support
- Data Communications
- System Evaluation
- Troubleshooting and Diagnostics
- High Degree of Confidentiality
The Role
Reporting to the Manager, IT Infrastructure, the successful candidate will be responsible for:
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- Resolving end-user IT issues by troubleshooting software, hardware, and network issues.
- Providing one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
- Performing in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
- Diagnosing and resolve minor network issues.
- Recognizing and escalate complex issues to Tier 2 support technicians.
- Where necessary, assisting network technicians in installing network interface cards, hubs, switches, network cabling, etc.
- Accurately logging work orders/helpdesk tickets and resolutions into helpdesk software management system.
- Prioritizing work orders/helpdesk tickets according to severity.
- Using helpdesk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
- Always maintaining a high degree of professionalism, courtesy, and friendliness.
The candidate should possess a college diploma or university degree in computer science and/or 2 years equivalent work experience. CompTIA A+/Network+ or MCP (Microsoft Certified Professional) certification is preferred.
It is critical that the candidate have a strong understanding of the Microsoft network environment. Good written and oral communication skills and proven analytical problem-solving abilities are an asset. Working technical experience and proficiency with microcomputer hardware and its application is required. The ability to work in a team-oriented, collaborative environment with a strong customer-service orientation is mandatory for this role.
The Rewards
Western’s key strength is its dynamic people. With more than 2,000 talented and motivated employees, the company has industry leading knowledge of the fibre base, skills in product manufacturing and dedication to customer service, as well as a commitment to safety, community and environmental values.
Western’s valued employees are dedicated to their profession, co-workers, communities, company and customers. Their inspiring and unique skill sets and commitment to achieving excellence are reflected in Western’s products, processes and culture of continuous improvement and Innovation.
If you believe you meet the requirements of this position, please submit your resume and cover letter in confidence to the Human Resource Department, citing the Reference Code below.
The Company Western Forest Products Inc. is margin focused timberlands manager and wood producer committed to building a profitable and globally competitive forest products business. At Western, we are committed to the safety of our employees, the culture of performance and the discipline to achieve results. On the Coast of British Columbia, we source high quality fibre from six distinct coastal BC tree species, each having its own unique properties, providing for the demands of our global customer base. Our access to quality fibre means our wide range of products are consistently available to discerning buyers world-wide. We have the largest investment in Coastal manufacturing with 10 flexible milling facilities and a reputation for high quality products, to exacting customer specifications. This positions us as a preferred supplier to customers from over 25 countries. Those customers are supported by service agents in more than 15 locations around the world to source exactly what they need to be delivered on time.