JOB SUMMARY We are seeking an enthusiastic and customer-focused IMT Help Desk Technician - Level 1 to join our IMT infrastructure support team. This entry-level role serves as the first point of contact for employees experiencing technical issues with end-user hardware, software, and connectivity.

KEY RESPONSIBILITIES 1. End-User Support and Customer Service

- Provide courteous, patient, and professional assistance to users with varying technical skill levels.
- Actively listen to user concerns and gather relevant information to diagnose issues.
- Explain technical solutions in clear, non-technical language.
- Maintain a positive and professional demeanor, including during high-demand periods.

2. Ticket Management and Documentation

- Create, update, and close support tickets in the IMT service management system with accurate and complete information.
- Categorize and prioritize tickets based on documented procedures and service level targets.
- Document troubleshooting steps and resolutions for knowledge sharing and audit purposes.
- Escalate unresolved or complex issues to Level 2 or specialized teams following defined escalation paths.
- Follow up with users to confirm resolution and satisfaction.

3. Technical Troubleshooting (Level 1 Scope)

- Troubleshoot common end-user hardware issues (desktops, laptops, monitors, keyboards, mice, printers).
- Assist with Windows 10/11 operating system issues and basic configuration.
- Troubleshoot basic wired and wireless network connectivity issues.
- Use approved remote support tools to diagnose and resolve issues.

4. Microsoft 365 and Collaboration Support

- Support Microsoft Teams meetings, screen sharing, and collaboration features.
- Assist with OneDrive file synchronization and SharePoint access issues.




- Guide users through multi-factor authentication (MFA) setup using documented procedures.

5. Account and Access Support (Procedural)

- Reset passwords and unlock user accounts following established identity verification and security procedures.
- Assist with account provisioning and de-provisioning under the direction of senior IT staff.
- Manage access to shared folders, printers, and network resources as authorized.
- Assist users with VPN and remote access connectivity issues.
- Verify user identity before performing any account-related actions.

6. Hardware and Software Setup

- Prepare and configure desktop and laptop computers for new and existing employees.
- Install approved software using standard images and deployment tools.
- Set up printers, scanners, and peripheral devices.
- Perform basic hardware replacements (e.g., keyboard, mouse, approved components).
- Maintain IT asset records and update inventory systems.
- Assist with workstation imaging and deployment following documented procedures.

7. Knowledge Sharing and User Enablement

- Create and update knowledge base articles for common issues.
- Promote self-service tools and resources where available.
- Share lessons learned with team members to improve service quality.

8. IMT Operational Support (Assisted)

- Support onboarding and offboarding activities under established processes.
- Assist with IT equipment moves, adds, and changes.




- Observe and report endpoint security alerts or system notifications to senior IMT or security staff; no independent security decision-making.
- Assist with scheduled and supervised maintenance tasks as directed.
- Participate in IT initiatives and improvement projects as assigned.

REQUIRED QUALIFICATIONS Education and Certifications

- Post-secondary education in Information Technology or a related field.
- CompTIA A+ certification is an asset or willingness to obtain within the first 6 months.
- Interest in pursuing additional certifications (e.g., Network+, Microsoft 365, ITIL Foundation).

Experience and Technical Skills

- Working knowledge of Windows 10/11.
- Basic understanding of computer hardware and peripherals.
- Basic networking concepts (Wi-Fi, connectivity, DNS fundamentals).
- Familiarity with ticketing systems and service desk processes.
- Exposure to Active Directory user support (password resets, account unlocks).

Soft Skills

- Robust customer service mindset with patience and empathy.
- Clear verbal and written communication skills.
- Strong organizational and time management abilities.
- Willingness to learn and follow documented processes.
- Ability to work independently and as part of a team.
- Professional demeanor and respect for confidentiality.

WORKING ENVIRONMENT and PHYSICAL REQUIREMENTS

- On-site role within an office or manufacturing support environment.
- Standard business hours with occasional extended hours during planned activities.
- Ability to lift and move IT equipment (up to 50 lbs).
- Regular movement throughout facilities to provide on-site support.
- Combination of desk-based and hands-on technical work.

PERFORMANCE EXPECTATIONS Performance will be asse

📌 Help Desk Technician - Level 1 (Edmonton)
🏢 Durabuilt Windows E Doors
📍 Edmonton