Job Description

We have an exciting permanent, full-time opportunity for a Helpdesk Technician to join our IT team in Edmonton. Reporting directly to the Computer Network and Infrastructure (CNI) Manager, this role is key to delivering exceptional Tier-1 technical support to employees across the organization. The successful candidate will provide timely, professional assistance to resolve technical issues and ensure smooth day-to-day operations. More specifically, you will:

Primary Duties and Responsibilities:

Provide technical support in person, via phone, chat, or email with professionalism and a customer-first approach.

Manage and maintain production printers, including document workflows, job monitoring, and troubleshooting.

Perform on-site repairs for PC desktops, printers, and peripheral devices.

Accurately document all service activities in the ticketing system, including start/end times and work performed.

Collaborate effectively within a customer service-oriented team environment.

Monitor and prioritize internal incidents, categorize issues, and escalate for rapid resolution.

Coordinate with vendors for hardware repairs or replacements, leveraging maintenance agreements.

Diagnose and resolve hardware and software issues across multiple platforms.

Administer, maintain, and troubleshoot Microsoft 365, Azure AD, Active Directory, Group Policy, servers, storage, databases, data center systems, computers, and VoIP environments.

Handle workstation configurations, server-related issues, user account management, and password resets.

Deliver user training and orientation on hardware, software, phones, printing, email, and operating systems.

Maintain an accurate inventory of assigned assets, including laptops, mobile devices, cameras, and desktops.

Assess and document end-user requirements for technology solutions.

Participate in assigned projects and contribute to successful implementation.

Required Qualifications:

Degree or Diploma in Computer Science or related field. Relevant certifications (e.g., MSCE, MCP, Network+, A+). Minimum 2 years of experience in a corporate Helpdesk environment. Strong initiative with ability to prioritize and manage multiple tasks independently. Excellent organizational, time management, problem-solving, and customer service skills. Proficient in conflict resolution and business/technical writing. Ability to work autonomously while contributing as a team player. Advanced knowledge of Windows 10 OS and Microsoft Office Suite. Strong Microsoft 365 administration expertise. Solid understanding of networking concepts, including routing, TCP/IP, firewalls, and switching. Hands-on experience with Dell business products (desktops, laptops, etc.). Knowledge of VoIP administration.

Working at Peace Hills

Peace Hills understands that by reducing work-life struggles, individuals can enjoy a healthier lifestyle while improving productivity at work. Providing a collegial work environment and a work life balance are just two of the ways we do this.

Job Type: Full-time

Pay: $41,750.74-$56,540.04 per year

Work Location: In person