Job Description

ROLE STATEMENT:

Reporting to the Team Leader, IT Help Desk and Asset Management the IT Service Desk Technician is a member of the Information Technology Department responsible for providing timely, accurate front line user support and customer service. As a senior member of the team, the IT Service Desk Technician will focus on performing advanced trouble-shooting issues. This role will closely liaison with other IT functional units to bring resolution to incidents and problems. The successful candidate will be able to proficient in ITIL and will create an exceptional experience for all who contact the Service Desk. This role will be looked upon to mentor junior IT Service Desk members and build business partnerships through a positive, team-focused attitude while exceling in a fast-paced environment.

OUR CULTURE:

Calfrac, we believe in being an integral part of the communities where we operate and we support a variety of giving activities throughout the year. Our support falls under two main areas: volunteering or donation. Whenever possible, the initiatives and organizations we undertake to promote and support fall into the following categories: Environment, Education, Indigenous, Social Services, Arts & Culture and Community Sport.
SPECIFIC ACCOUNTABILITIES AND REQUIRED KNOWLEDGE:

• Provide service desk support, assisting with hardware and software issues
• Provide knowledgeable technical support and troubleshooting guidance pertaining to
• network, internet, laptop, phone, tablet and computer issues
• Strong background in Microsoft Operating Systems (Windows 10), computer imaging (SCCM) and troubleshooting.
• Proficient in Office 365 including Microsoft Teams and support of computer peripherals.
• Field incoming help requests from end users in local and remote locations in a courteous
• manner
• Maintain, document technical problems and history through Service Now
• Assist in preparing, revising and maintaining procedures and documentation
• Provide training on the operations and functionality of various applications, printers, and
• systems
• Assist with wireless network access and troubleshooting
• Identify and participate in key process improvements as they relate to the service desk
• Troubleshoot hardware issues and provision new and replacement equipment as needed
• Participate in systems testing and patch management
• Maintain Asset Databases with high levels of accuracy
• Support MDM (Microsoft Intune)
• Mobile Telecommunications support for Android and Apple products and act as a liaison with the Telco\'s as required.
• Participate in annual audit and evidence gathering
• Strong understanding of Active Directory, ADFS and Identity Management including MFA
• Scheduled on-call after hours support as required
• Able to travel to field site and district offices as required
• Other duties as required

• SolarWinds Orion monitoring
• Understanding of supporting Microsoft technologies (GPO, ADFS. Exchange, O365 Administration)
• Experience utilizing Service Now

• A highly energetic, self-starter with the ability to work in a fast-paced environment
• Excellent interpersonal, relationship-building, and verbal and written communication skills
• Must be able to interact effectively and work comfortably with field, branch, head office staff and senior management
• Comfortable in a time-sensitive, project driven, team-based environment
• Ability to handle multiple priorities with a high attention to detail
• Team player with the ability to conduct work with utmost confidentiality and professionalism
• Works and inspires others to work at high performance levels
• Thorough knowledge of ITIL

• Post-Secondary Education in Computer Science or a related discipline
• A minimum of 3 years of proven experience within an IT environment
• Ability to speak / write Spanish is considered an asset
• Experience working in, or an understanding of oilfield services, would be an asset

Calfrac Well Services