Help Desk Technician

Viking Air Ltd

July 07, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11860

Job Category: 
Technical
Job Specialization: 
Other
Job
Company Overview: 

Viking is a first tier original equipment manufacturer (OEM) specializing in de Havilland aircraft products. Viking is the type certificate holder for the DHC-2 Beaver,DHC-2T Turbo Beaver, DHC-3 Otter, DHC-6 Twin Otter, DHC-4 Caribou, DHC-5 Buffalo and DHC-7 Dash 7 aircraft.

Viking has 30 years of experience with de Havilland products.
In 2006, Viking accepted the transfer of the type certificates for seven legacy de Havilland aircraft. We are committed to de Havilland owners and operators worldwide to provide quality
parts and services.

Job Summary: 

SUMMARY OF FUNCTIONS:

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

MAJOR DUTIES & RESPONSIBILITIES:

  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into a ticketing system.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes via remote tools like VNC, Bomgar, Remote Desktop, etc.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.

 

EXPERIENCE AND/OR EDUCATIONAL REQUIREMENTS

  • College diploma or university degree in the field of computer science and/or 1+  years equivalent work experience.
  • A+ certification would be considered an asset.
  • Knowledge of basic computer hardware, including PC, MACs, Smart Phones, Tablets
  • Experience with desktop operating systems, including Windows 7 / 8, OSX.
  • Extensive application support experience with Microsoft Office Suite.
  • Good understanding of remote troubleshooting tools like VNC, Bomgar, Remote Desktop, etc.
  • Some knowledge of Active Directory and Exchange would be considered and asset.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.

 

PHYSICAL REQUIREMENTS

  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.
How To Apply: 

Interested applicants should apply to hr@vikingair.com