6 Help Desk Agent jobs in Edmonton
Service Desk Analyst
Posted 1 day ago
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Job Description
Insight Global is seeking a Service Desk Analyst for a hybrid 3-day-a-week on-site role in Edmonton, Alberta. The analyst will provide first-level technical support via phone, email, chat, and in-person, resolving hardware, software, and network issues. Responsibilities include incident tracking in ServiceNow, documentation, policy compliance, and collaboration with internal teams to enhance support quality. The team handles a high volume of account-related tasks, including password resets, account unlocks, and managing distribution groups and Exchange access.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
Must Haves:
-1-3 years of experience in technical support or help desk role OR a Diploma or degree in Computer Science, Information Technology.
-Identity & Access Management experience through AAD, AD, Exchange, etc. preferable to only those with hardware support experience.
-Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
-Customer relationship skills, demonstrated responsiveness, analytical thinking, problem solving, and planning skills are required. - Demonstrated knowledge and experience with the ITIL framework.
- Fundamental knowledge of a Service Desk.
- Experience in providing support to business users and fellow employees.
- Experience with ServiceNow is an asset.
- Experience with remote support for PCs, laptops, mobile devices, printers, and network devices.
A+, ITIL Foundation, and Microsoft Certified: Modern Desktop Administrator Associate are all considered assets.
Service Desk Analyst
Posted 4 days ago
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Job Description
Insight Global is looking for a Service Desk Analyst for a 3 month contract onsite 3 days a week in Edmonton, Alberta. This Resource will be joining an internal IT service desk supporting an Edmonton power generation company. They will be handling service requests through Service Now to help troubleshoot/resolve requests for access managment, active directory, basic MS azure & MS software issues, and more. Typical volume will be 10/15 incidents/service requests a day, otherwise this resource will be cleaning up active directories and writing knowledge articles. The success resource will have 3 year of experience in a similar role, strong written/verbal communication and can quickly be productive with minimal training.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
Clear written and verbal communication
3 years of Tier 1/2 service desk experience (technical IT service desk) Service desk experience with: Service now for ticketing, MS shop suite, Access managment, Basic Azure MS items
Technical writing/creating articles
technical Diploma
Remote Technical Service Desk Agent
Posted today
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Job Description
Job Description
Job Title: Service Desk Representative
Location: Remote
Job Type: Part-Time / Full-timeSummary:The Service Desk Representative provides front-line support for technical issues, ensuring swift resolution and excellent customer service. The role involves troubleshooting hardware, software, and network-related problems, maintaining ticketing systems, and escalating complex issues when necessary. This position requires strong technical expertise, communication skills, and a proactive approach to problem-solving.Scope of workTechnical support of equipment, systems and applications, such as:
- Microsoft desktop and server operating systems;
- Desktop applications; email and browsers; printers, fax, VPN clients;
- Site communication and connectivity equipment such as routers;
- Serving as the first point of contact for users seeking technical assistance over the phone or email
- Performing troubleshooting through diagnostic techniques and pertinent questions, paying particular attention to customer satisfaction.
- Fulfill service requests for assets and services (part replacements, on-site repairs).
- Use prescribed SOPs, scripts and tools to troubleshoot and resolve hardware, software, applications and services problems.
- Dispatch Field Technicians and follow up on field and site-related issues.
- Document and update all interactions in a state-of-the-art ITSM
- Escalate incidents and problems to Level 2 teams (and vendors) if/as required.
- 2-4 years of experience in technical support or IT service desk roles.
- Hands-on experience with troubleshooting Windows/MacOS, MS Office Suite, and networking issues.
- Knowledge of Active Directory, VPNs, remote desktop tools, and ticketing systems (e.g., ServiceNow, Jira).
- Basic understanding of ITIL practices is preferred.
- Use of ITSMs (ticketing systems like ServiceNow or Remedy)
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work independently and as part of a team.
- Fluent in English with native-level proficiency
- Must be willing to work in variable, rotating shifts including evenings, weekends, and public holidays.
- CPIC clearance and strict adherence to PCI standards
- Physical ability to lift and carry equipment weighing up to 20kg.
- First Call Resolution Rate.
- Average Time to Resolve Tickets.
- Customer Satisfaction Scores (CSAT).
- SLA Compliance Rates.
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Technical Support Engineer
Posted today
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Job Description
We are looking for multiple (5) Technical Support Engineers for our client looking to build out a brand new team! This is a remote position, with a company based in Vancouver. Our client is a rapidly growing software development company.
You Have:
- Two years in IT support related field or minimum two years' experience in system (Messaging) administration preferred
- Expert knowledge of email/networking protocols (e.g.: SMTP, EWS, NRPC, IMAP, DNS, and RFCs)
- Knowledge of email collaboration platforms (e.g.: Office 365, Exchange, G-suite, Lotus Notes, GroupWise, Zimbra, etc.)
- Solid track record of troubleshooting and resolving complex technical issues
Bonus points if you have:
- Experience with Exchange Administration (or any other email collaboration platform)
- Experience using PowerShell for automation, implementation, and data extraction
- Microsoft Exchange, Google, OneDrive for Business, SharePoint, Domino / Lotus Notes migration experience a plus
- Knowledge of Microsoft Exchange 2003, 2007, 2010, 2013, 2016, Office 365 (Exchange Online) strongly preferred
- Knowledge of Directory services (DirSync, AADSync, Active Directory / domains)
- Microsoft technical certifications, including the MCSE, MCSA, and prior MCITP certifications with Exchange emphasis
Perks:
- Competitive Salary!
- Health and dental benefits
- Plenty of vacation time
- Opportunity for career progression
- Completely remote work!
If this role sounds like something you might be interested in, please click apply!
Technical Support Technician
Posted today
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Job Description
Job Description
About Can/Am Technologies
At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cash Receipting software is an industry-leading solution that automates and streamlines cash handling and financial management practices for State, County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations: Edmonton Alberta, and Denver Colorado.
We've built an engaged team of hard-working and collaborative people in our U.S. and Canadian locations. Successful Can/Am team members model these values:
- Pursue thoughtful understanding | approaching every situation and person with compassion, seeking to gain insight at a deeper level
- Challenge reality | honestly aspiring to improve with forward-focused ambition
- Engage growth together | cultivating a dynamic environment with opportunities to learn, have fun, and realize full potential
- Spark | igniting joyful experiences and innovative solutions with passion and energy
- Pay it forward | creating lasting value by investing generously in our people, platforms, and community
Position Summary
Can/Am is looking for a dedicated and thorough Technical Support Technician to support Can/Am’s client-facing and internal applications.
Can/Am is quickly becoming a leading local government POS System provider. You will be a key player in providing the necessary support our company needs to continue our fabulous track record of exceptional service while working alongside a committed group of professionals.
In addition, this role will require a keen eye for improvement and a developed maturity in prioritization of clients’ needs. This role will report to the Director of Support and Operations.
Qualifications
The candidate should be a fast learner with an aptitude for solving problems and providing fast-paced results.
- Managing multiple tickets with varying priority and timeframes
- Communicate and follow up with clients to clarify and provide updates on tickets
- Work efficiently within varying time frames to meet client needs
- Ask necessary questions to identify necessary requirements and expected results
- Able to produce significant output with minimal wasted effort
- Communicate effectively to both technical and business personnel
- Office equipment support/management
- Network/printer/hardware
- Be able to follow technical processes to run internal routines in support of staff members
- Proficiency in SQL for querying, analyzing, and troubleshooting data across relational databases (e.g., MySQL, PostgreSQL, SQL Server)
- Ability to read and interpret application logs , error messages, and system alerts to diagnose issues
Key Goals and Success Criteria
- Run through procedural documentation to prepare product sites for sales demos
- Strong communication skills that result in clear understanding and expectations for both clients and internal staff
- A high level of responsiveness resulting in quick solutions, follow-through, and status updates
- Intrinsically motivated to support others and provide positive interactions
- Provide long-term solutions that will result in higher levels of efficiency
- Support product improvement and contribute to the knowledge base of Can/Am that is used by clients, partners, and internal staff
- Assess and troubleshoot computer software and other internal office equipment support issues
- Receive telephone calls and emails to inquire about issues and provide solutions or escalate to the appropriate personnel
- Interact with co-workers to identify internal issues and research to find a solution
- Perform software tests to determine its value add to the customer
- Write and revise internal documentation to train and reflect internal processes and procedures
- Be available during support hours with periodic on-call requirements
What you will receive
- A challenging, fulfilling career with co-workers who interact within the framework of our values as a small, vibrant team
- A competitive pay scale (Starting at $55,000 base salary)
- Generous benefits of medical, dental, and RRSP plans
- The opportunity to make a real difference in the lives of our clients and staff
If you are qualified for this position and have a passion for providing excellent support and strategic results, we would love to hear from you!
EOE Statement
Can/Am is an Equal Opportunity Employer that does not discriminate on the basis of age, race, sex, religion, national origin, disability, or any other non-merit factor protected by applicable federal, state, and local laws.
Can/Am is committed to working with and providing reasonable accommodation for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or accommodation due to a disability, please contact and let us know the nature of your request and your contact information.
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Help desk technician
Posted 23 days ago
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Job Description
English
Education Experience On siteWork must be completed at the physical location. There is no option to work remotely.
Responsibilities Tasks Experience and specialization Computer and technology knowledge Additional information Work conditions and physical capabilities Personal suitability Employment groupsThis employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:
Support for persons with disabilities
- Provides physical accessibility accommodations (for example: ramps, elevators, etc.)
- Provides visual accessibility accommodations (for example: braille, screen readers, etc.)
- Provides auditory accessibility accommodations (for example: transcription software, teletypewriters, etc.)
- Participates in a government or community program or initiative that supports persons with disabilities
- Offers mentorship, coaching and/or networking opportunities for persons with disabilities
- Provides awareness training to employees to create a welcoming work environment for persons with disabilities
- Applies accessible and inclusive recruitment policies that accommodate persons with disabilities
Support for newcomers and refugees
- Participates in a government or community program or initiative that supports newcomers and/or refugees
- Assists with immediate settlement needs of newcomers and/or refugees (for example: housing, transportation, storage, childcare, winter clothing, etc.)
- Supports social and labour market integration of newcomers and/or refugees (for example: facilitating access to community resources, language training, skills training, etc.)
- Recruits newcomers and/or refugees who were displaced by a conflict or a natural disaster (for example: Ukraine, Afghanistan, etc.)
- Supports newcomers and/or refugees with foreign credential recognition
- Offers mentorship programs that pair newcomers and/or refugees with experienced employees
- Provides diversity and cross-cultural trainings to create a welcoming work environment for newcomers and/or refugees
Support for youths
- Participates in a government or community program or initiative that supports youth employment
- Offers on-the-job training tailored to youth
- Offers mentorship, coaching and/or networking opportunities for youth
- Provides awareness training to employees to create a welcoming work environment for youth
Support for Veterans
- Participates in a government or community program or initiative that supports Veterans
- Offers mentorship, coaching and/or networking opportunities for Veterans
- Provides awareness training to employees to create a welcoming work environment for Veterans
- Recruits Veterans and other candidates with military experience through targeted hiring initiatives (for example: job fairs, outreach programs etc.)
- Assists with immediate transition needs of Veterans (for example: relocation, housing, etc.)
- Offers workshops, counselling services or other resources to help Veterans navigate their transition into the civilian workforce (for example: adapting to different organizational structures)
- Supports Veterans in translating their military skills and experience into the language of the civilian job market
- Offers flexible onboarding options to allow Veterans to gradually adapt to the civilian workplace (for example: gradually increasing hours and responsibilities, etc.)
Support for Indigenous people
- Participates in a government or community program or initiative that supports Indigenous people
- Offers mentorship, coaching and/or networking opportunities for Indigenous workers
- Develops and maintains relationships with indigenous communities, indigenous-owned businesses and organizations
- Provides cultural competency training and/or awareness training to all employees to create a welcoming work environment for Indigenous workers
- Facilitates access to Elders who can offer support and guidance to Indigenous workers
Support for mature workers
- Participates in a government or community program or initiative that supports mature workers
- Applies hiring policies that discourage age discrimination
- Provides staff with awareness training to create a welcoming work environment for mature workers
- Offers mentorship, coaching and/or networking opportunities for mature workers
- Offers phased retirement options that allow mature workers to gradually reduce their workload (for example: flexible or reduced work hours, part time employment, project-based or seasonal work, etc.)
- Offers phased re-entry options for mature workers who are returning to work after retiring (for example: gradually increasing hours and responsibilities)
- Provides workspace accommodations, such as age-appropriate ergonomic considerations, to meet the physical needs of mature workers (for example: adjustable desks and chairs, accessible parking, etc.)
- Offers resources to help mature workers plan their retirement (for example: financial planning, access to pension and benefits, lifestyle adjustments, etc.)
Supports for visible minorities
- Participates in a government or community program or initiative that supports members of visible minorities
- Applies hiring policies that discourage discrimination against members of visible minorities (for example: anonymizing the hiring process, etc.)
- Offers mentorship programs that pair members of visible minorities with experienced employees
- Provides diversity and cross-cultural training to create a welcoming work environment for members of visible minorities
Membership in a group is not a job requirement. All interested applicants are strongly encouraged to apply.
This employer is committed to providing all job applicants with equal employment opportunities, and promoting inclusion. If you self-identify as a member of any employment group, you are encouraged to indicate it in your application.
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