Tier 1 Help Desk Technician
Canadian Red Cross
Calgary, AB
Status: Permanent Full-Time

Classification: IS 2

The Canadian Red Cross Society, a non-profit, humanitarian organization dedicated to helping Canadians, as well as the most vulnerable throughout the world, is seeking a Tier 1 Technician in the Information Services (IS) department. Reporting to the Manager, IS Support Services, this position assists Canadian Red Cross staff and volunteers requiring assistance from the Information Services Department.

Key Responsibilities

Fields incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Documents all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Builds rapport and elicits problem details from service desk customers.
Prioritizes schedules and escalates problem (when required) to the appropriately experienced technician.
Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Applies diagnostic utilities to aid in troubleshooting.
Accesses knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
Identifies and learns appropriate software and hardware used and supported by the organization.
Test fixes to ensure problem has been adequately resolved.
Performs post-resolution follow ups to help requests.
Develops help sheets and FAQ lists for end users.
Reinforces SLAs to manage end-user expectations.


Education and Experience:
The minimum qualifications for this position include completion of a post secondary education in computer science and between two (2) to four (4) years of job related work experience, or an equivalent combination of education and experience.

Working knowledge of computer hardware and software, including MS Windows OS, thin client devices, MS Office.
Working knowledge of desktop and server operating systems, including Windows Server Citrix, Active Directory, Microsoft Exchange and BES.

Abilities and Skills:
Excellent verbal and written communication skills in English
Exceptional customer service and interpersonal skills, with a focus on rapport-building, listening and questioning skills
Familiarity with the fundamental principles of ITIL
Ability to present ideas in user-friendly language
Ability to conduct research into a wide range of computing issues
Ability to absorb and retain information quickly
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Current First Aid Certification or willingness to take training
A valid Provincial Class 5 driver’s licence

Certifications in A+, Network+, MCDST, HDI CSR
Fluency in a second language, French is preferred
Experience working with a diverse population, and an understanding of cultural issues

Working Conditions

The majority of the work is performed in an office environment
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Occasional requirement to work overtime hours, often with short notice
This position is subject to the satisfactory completion of a Canadian criminal record check and a satisfactory driver’s abstract.

The Canadian Red Cross Society is an equal opportunity employer. While we appreciate all responses, only candidates under consideration will be contacted. Please note that relocation funding is not available for this position.

To apply for this position, please click here.