Helpdesk Support Specialist

CanACRE Published: December 4, 2017
Location
Internship Type
Hours per week
40
Start Date
2017/12/18
End Date
2018/12/15

Description

CanACRE provides land acquisition, geospatial mapping, data management, web-based GIS, community relations, land feasibility studies and permitting services. CanACRE’s clients include developers, large scale service providers, and government entities that are involved in the planning and development of energy projects, rights of way, resources, and infrastructure across Canada. CanACRE works on infrastructure projects of various kinds such as large-scale wind and solar power projects.

The Helpdesk Support Specialist will be providing excellent customer service from a fast paced and professional environment in Downtown Toronto. They will be responsible for supporting clients using CanACRE’s web-based software systems and providing IT support.

Duties and responsibilities

  • Develop a deep knowledge of CanACRE’s software and hardware systems
  • Provide technical assistance and support via telephone, email, and in person for incoming issues related to CanACRE’s software systems
  • Resolve issues for internal and external clients
  • Provide tutorials to clients for software functionality of CanACRE’s IT systems
  • Liaise with CanACRE’s primary external IT provider
  • Set up of equipment for employee use, performing proper installation of cable, operating systems, and appropriate software
  • Interface with CanACRE's internal and external file sharing systems to manage access and quotas
  • Assist with the setup of office computers and equipment
  • Assist with managing IT infrastructure inventory
  • Train new users on security provisions
  • Assist in the development and implementation of standard operating procedures
  • Assist with administering CanACRE's web based applications
  • Assist with developing set of Q&A’s and self-help desk material
  • Entering troubleshooting and ticketing into the helpdesk database

 

Knowledge and skills

  • Excellent interpersonal and communication skills, and enjoy resolving issues for clients over the phone or via email
  • Enjoys working in a fast paced, high energy environment
  • Proficient with Microsoft Excel and Access
  • Proficient with Microsoft Outlook and Word
  • Excellent ability to work as a team member
  • Detailed-oriented, problem solver with critical thinking abilities
  • Excellent planning and organizational skills
  • Performs well in a rapidly evolving environment with tight deadlines
  • Experience working in customer service is considered an asset

Education required

  • Post-Secondary education in technology or related discipline is preferred

Certification required

  • A+ Certification is preferred
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