Help Desk Support Technician

Job summary

Diagnose and troubleshoot employee IT issues involving computers, applications, networks, and mobile devices, resolving requests or escalating them as needed. Maintain user accounts, provide case updates, document support procedures, and build effective relationships with customers.

Job details

Help Desk Support Technician Duration – 6+ months Location : Calgary Alberta CAN T2P 3E3 Schedule: Sunday–Thursday, 7:00 PM–3:30 AM. Key Requirements: Fluent in Mandarin and English, including speaking, reading, and writing. Our Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical/IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access. Responsibilities: Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution . Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction. Provides case status updates to management and end-users per service level guidelines. Support and maintain effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Provide support for PCs, laptops, printers, cell phones, and tablets etc. Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management). Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). Communicates with customers at all levels of technical and non-technical skills sets Skills & Qualifications: Associates degree preferred, or technical training 1-2 years related experience Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required. Experience with multi-platform Windows O/S required. Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred. Active Directory and Exchange experience preferred Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

What you’ll do

Diagnose and troubleshoot employee IT issues involving computers, applications, networks, and mobile devices, resolving requests or escalating them as needed. Maintain user accounts, provide case updates, document support procedures, and build effective relationships with customers.

Requirements

Fluency in spoken and written Mandarin and English, 1–2 years of related experience, and working knowledge of Windows operating systems, networks, databases, and network security are required. An associate degree or technical training is preferred; experience with multi-platform Windows environments is required, while ITSM ticketing tools, Active Directory, and Exchange experience are preferred.

Listed skills

• English · Preferred
• Microsoft Office · Preferred
• Active Directory · Preferred
• Account Management · Preferred
• VPN · Preferred
• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Mandarin
• English
• Help Desk Support
• Desktop Troubleshooting
• Windows Operating Systems
• Network Support
• ITSM Ticketing
• Microsoft Office
• Active Directory
• Exchange
• Account Management
• Password Resets
• VPN
• Citrix
• Mobile Device Management
• Customer Service

Job areas

• Technology
• Customer Service & Support

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