Service Desk Technician

About the Calgary Stampede!

The Calgary Stampede is a not-for-profit community organization that preserves and promotes our western heritage, cultures and community spirit with a vision to create a world-class, year-round gathering place for the community. Exemplifying the theme We’re Greatest Together, the Stampede is one of the most respected volunteer-based organizations in the world governed by a Board of Directors with over 2,500 passionate volunteers and 1,200 year-round employees.

As an organization that exists for the benefit of the community, inclusion and equity are woven into our core values of western hospitality, pride of place, integrity and commitment to the community. The world-class, year-round gathering place we have built for the community also welcomes visitors from around the world and those who are new to the local community. We know that blending diverse cultures with our long-standing traditions makes community spirit thrive.

Position Summary

The Support Technician is the first point of contact for employees with technology issues. Responsible for providing the highest level of guest experience while answering calls, responding to tickets, triaging incidents, troubleshooting and resolving end-user issues on various software applications, hardware, network, mobile, radio, and telecommunications systems.

Roles and Responsibilities

Responsibilities of the role include, but are not limited to:

• Allocation and Maintenance of IT Equipment including set up of hardware, connection of hardware to the network, issuing devices such as company laptops, or mobile devices, diagnosing and repairing malfunctions.
• Diagnose hardware and software issues, document findings, formulate and execute a strategy to fix the issue.
• Document and maintain IT inventory by performing health reporting, as well as capacity and information lifecycle reporting, ensuring baseline information is captured, documented and updated as part of the change management process.
• Deliver exceptional guest experiences to end users through active listening, problem solving to diagnose the root cause of the issue and timely service delivery and follow-up.
• Prioritizes issues based on severity and immediacy, communicating and collaborating with other Support Technicians to proactively solve problems, escalating issues of complexity to the Systems Administrator or IT Client Services Supervisor as appropriate.
• Collaborate with other centers of excellence within the Business Services unit to find solutions and resolve issues.

Qualifications and Education Requirements

• Post-Secondary Diploma or Associate Degree in Computer Science, Information Systems or a related discipline
• Certification in Microsoft MCP/MCSE, VMWare VSP,
• 5 years of experience installing, configuring and troubleshooting workstation and server environments
• 5 years of experience with workstation and server support
• 5 years of experience with mobile and telephony support
• 5 years of experience in help desk environment
• Working knowledge of systems and applications designed for Microsoft OS, tools, and utilities
• Working knowledge of patching, software distribution, and security
• Working knowledge of monitoring / ticketing / asset systems
• Working knowledge of scripting
• Strong planning and organizational skills
• Strong customer service and troubleshooting skills
• Strong communication and interpersonal skills

Benefits

The Calgary Stampede offers a unique and exciting work environment.

To Apply

To apply, please submit your resume via the “Apply now” button on the top right.

All applicants are thanked in advance and only those selected for interviews will be contacted