Infrastructure - Help Desk Technician

Company Name: PBS SystemsJob Location: Calgary, AlbertaJob Type: Full-time, PermanentNo. of Openings: 1Internal Job Title: Infrastructure - Help Desk TechnicianReports To: Manager, IT & InfrastructureJob Requirement(s): Occasional Travel within North America“PBS is the fastest growing “All Inclusive Business Platform” vendor in North America and we’ve only just begun! “The OpportunityWe are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help.We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules.The RoleThis is an entry level position in our IT organization. As a Helpdesk Technician, you will provide fast and useful technical assistance on computer systems, answer queries on basic technical issues and offer advice to solve them.An excellent Helpdesk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.This position will be based in our Calgary, Alberta head office and is not a remote work opportunity.Duties And ResponsibilitiesServe as the first point of contact for users seeking technical assistance from our Ticketing SystemPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by usersWalk the user through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update user status and informationPass on any feedback or suggestions by users to the appropriate internal teamIdentify and suggest possible improvements on proceduresQualificationsTech savvy with working knowledge of office automation products, and remote controlGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and resolve basic technical issuesExcellent communication skillsCustomer-oriented and cool-temperedStrong understanding of Windows 10/11 Operating Systems MS365 (Outlook, Word, Excel and PowerPoint)Basic VOIP knowledgeBasic LAN/WAN knowledgeCompTIA A+ and Network +Problem solving and trouble shooting skillsStrong documentation abilitiesEffective time management and organizationStrong multi-tasking and prioritizationAbility to meet set deadlinesComfortable moving and lifting IT related equipment’s Occasional travel may be required within Canada and USAvailable to work nonstandard hours starting at 7:00, 7:30 or 8:00am and occasionally Saturday and/or SundayWhat We OfferInternal promotion and growth opportunitiesAn education department dedicated to helping you with professional and personal developmentFree parkingStaff eventsGreat referral bonusStaff discounts with GM, Dell, GoodLife and moreShould you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder.PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.