Senior Helpdesk Technician

SENIOR HELPDESK TECHNICIAN

We’re all about the craft.

KF Aerospace is proud to deliver innovative aircraft solutions for corporate, commercial and military customers worldwide. Launched 50 years ago out of Canada’s Okanagan Valley, KF has grown to specialize in a wide range of aviation services including maintenance and modifications, air cargo operations, military pilot training and aircraft leasing. With facilities across Canada, KF is home to a 1,000 strong, highly skilled workforce. Our passion for our craft fuels every project we touch.

JOB OVERVIEW

The Senior Helpdesk Technician reports to the Helpdesk Supervisor and works as part of KF Aerospace Helpdesk Team that provides Tier 1 and Tier 2 support to KF users for all workstations, laptops, printers, phones, mobile devices, and network infrastructure related issues. The Senior Helpdesk Technician assists the Helpdesk Supervisor coordinating Helpdesk activities, mentoring, and training Helpdesk staff.

This is a 100% onsite position, based in Kelowna BC.

DUTIES & RESPONSIBILITIES

• Provides Tier 1 & 2 support to end users via phone, email and in person in a timely manner.
• Provides Tier 2 support to Helpdesk technicians; reviews and escalates Helpdesk tickets as necessary.
• Provides Tier 1 support for all network infrastructure related issues, acts as liaison between Network and Helpdesk teams.
• Troubleshoots a variety of devices including workstations, laptops, printers, phones, mobile devices, and other peripherals.
• Creates, manages, and modifies users’ accounts; assists with on-boarding and off-boarding employees.
• Provides initial IT training for new employees; assist mentoring and training Helpdesk staff.
• Effectively manages Helpdesk tickets, escalations, and tasks.
• Assists scheduling and coordinating Helpdesk projects.
• Oversees technical aspects and assets of KF Printing Services.
• Assists with creating and maintaining clear technical documentation for end users and Helpdesk technicians.
• Assists with creating and maintaining Helpdesk’s assets inventory.
• Performs after hours work as needed; participates in on-call schedule rotation.
• Other duties as required.

REQUIREMENTS

• Post-Secondary Education in a related field (i.e. networking, computer science, security, etc.), or High School Diploma with equivalent work experience.
• Minimum 5 years of experience in Corporate IT or Helpdesk is required
• MCP/MCSA, A+ or Network+ certification is a plus.
• Experience with installing, configuring, administering and troubleshooting a wide range of desktop hardware and software (Active Directory, Windows 8, Windows 10, Microsoft Exchange, Office 365, Office 2016, Access, Visio, Adobe Suite, and various in-house applications).
• Experience with configuring and troubleshooting legacy and newer workstations and laptops Hardware (Motherboards, Hard Drives, Ram, Video Cards, etc.).
• Experience with troubleshooting and supporting Mobile Devices and MDM.
• Experience with installing, configuring and troubleshooting Networking equipment (Cabling, Switches, Routers, Wi-Fi and Wireless Networking equipment).
• Must possess exceptional customer service orientation.
• Must possess and demonstrate excellent verbal and written communication skills.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to lift/move equipment up to 50 lbs. on occasion.
• Obtain DND related security clearance; the position requires work on military network.
• Occasional travel may be required.

BENEFITS

Full-Time staff benefits include (but are not limited to):

• Medical and Dental Coverage
• Health Spending Account
• Disability, Critical Illness, and Life Insurance
• Employee & Family Assistance Program
• Employee Pension
• Personal Time Off and much more