- Title: User Support Technician
- Hours per week: 40
- Median wage: $30.00/hr
- Location: 170 Titanium Way #101b, Whitehorse, YT, Y1A 0G1
- NOC: 22221
We are seeking a dedicated and knowledgeable User Support Technician to provide first-line technical assistance to end-users experiencing issues with computer hardware, applications, and communication software. This role involves troubleshooting and resolving technical problems, providing guidance and training to users, and contributing to the maintenance and enhancement of business systems and networks.
As a User Support Technician, you will be part of a dynamic team, providing support across various platforms including Windows-based servers, mobile devices (iOS, Android), and business applications. You will work closely with users to identify issues, document solutions, and contribute to a continuous improvement cycle in the organization's technology support processes.
This position is ideal for individuals who are customer-oriented, have strong technical knowledge, and enjoy solving complex problems. If you are passionate about technology and providing exceptional user support, we would love to hear from you.
Responsibilities:
- Communicate effectively with users via electronic channels and in-person to understand, diagnose, and document technical issues.
- Research solutions using user guides, technical manuals, and other resources to resolve hardware, software, and communication software issues.
- Reproduce, diagnose, and troubleshoot problems, providing solutions to restore functionality for users.
- Provide personalized advice, training, and support to users, helping them navigate and resolve common technical issues.
- Offer support for business systems, network connectivity, and internet access, ensuring smooth operations.
- Maintain a comprehensive log of reported issues, resolutions, and solutions, which can be referenced by other support team members.
- Contribute to the redesign of applications, software, and systems based on identified issues and user feedback.
- Assist in the supervision and training of junior technical support staff as needed.
Qualifications:
- Experience or training in computer programming, network administration, or related fields is essential.
- Certification or specialized training from software vendors may be required by some employers.
- Hands-on experience in building PC hardware and troubleshooting hardware issues.
- Solid experience with Windows-based servers, networks, and general IT infrastructure maintenance.
- Familiarity with mobile operating systems such as Android and iOS.
- Excellent communication skills with a friendly, customer-oriented approach.
- Strong problem-solving skills with a focus on detail and efficiency.
- Ability to work independently and as part of a team, managing tasks in a safe and organized manner.
- Clear criminal background check, acceptable driving record, and a valid driver’s license are required.
- Must be authorized to work in Canada and currently reside in the Yukon.