Wright Canada Holdings, Ltd. Essential Job Duties: Deliver quality customer service in all interactions Identify, research, and resolve technical problems Document, track, and monitor issues to ensure timely resolution Provide hardware support for computers and/or mobile devices Complete assigned tickets and tasks within our corporate ticketing system Provide daily technical and operational assistance regarding the use of personal computers, corporate software applications, networking, mobile devices and apps, or other IT related items Support software/hardware on equipment such as scanners, copiers, printers, monitors and other peripherals Provide support for Windows/Mac/iOS devices including troubleshooting and in-depth diagnostics Reset passwords and/or multi-factor authentication and troubleshoot access management issues Prioritize tickets based on department guidelines of incidents first, service requests second and projects third and considers impact and urgency when determining priority within each category Act as a single point of contact for phone calls and emails from employees regarding IT issues and inquiries Provide updates to users via voicemail, e-mail, text/chat, or in-person communication Verify that a technical document exists for all installations, problems, and issues and creates documentation in stances where no documentation exists Work closely with our employees to resolve issues and improve processes in response to their needs, business, and executive requests, and in accordance with IT policies Provide daily technical and operational assistance with good judgement, attention to detail, persistence and timeliness Maintain subject matter expertise utilizing on the job training, continuing education, workshops, or vendor conferences Stay on top of current news and system information such as operating systems, problems, changes in the industry, and then formally sharing what has been learned Send emails, text messages, or other communications to update appropriate areas during service interruptions and monitor high priority after-hours tickets and follow-up, as required Support, actively participate, and act in accordance with Wright’s culture of safety and employee ownership Comply with applicable federal and provincial laws, rules, and regulations; maintains knowledge of and follows all company policies and procedures Maintain regular and punctual attendance at work and meetings Other Duties: Must be available to work a flexible schedule, including nights and weekends, depending on on-call, system upgrades/issues, and/or other work Must have the ability to participate in on-call rotation, and act as the backup on-call or escalation point for other on-call Service Desk associates Knowledge, Skills & Ability Requirements: Working knowledge of Microsoft and Apple based products Strong customer service, troubleshooting, and problem-solving skills Ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately Must be able to communicate with employees, both technical and non-technical, in a clear and precise manner Possess strong organizational skills, be detail oriented, and be able to multitask effectively Self-motivated, able to work independently, and be able to manage time effectively while assuring attention to details Must be able to maintain relationships, interact professionally, demonstrate patience and control when dealing with difficult situations, and be able to adapt to multiple demands and rapidly changing priorities Willingness to learn new tasks and tools quickly in a fast-paced learning environment Proven ability to search for and identify solutions to problems Must be able to work in a fast-paced environment with changing priorities and developing opportunities, both independently and as part of a team, while maintaining company standards Ability to read, write and speak English sufficient to perform job duties and to interact and communicate with employees and vendors Education, Certification & Experience Requirements: High school diploma or equivalent 1+ years of working experience in a Service Desk environment 1+ years of working experience with Microsoft products, including Windows 10 and Microsoft Office Other Preferred Requirements: Undergraduate degree in MIS, Computer Science or equivalent is highly desired CompTIA A+ and Network+ certification is preferred An employee-owned company formed in 2017, Wright Canada Holdings is a prominent leader in several environmental services industries, representing our family of companies across Canada and is comprised of Spectrum Resource Group, Wright Tree Service of Canada, ArborCare® and CNUC of Canada. Our operations and clientele stretch across Canada from British Columbia to New Brunswick. Together as a family of companies, we provide integrated vegetation management, consulting and operations, and other outdoor services in Canada. Wright Tree Service of Canada offers the entire package of vegetation management services, including integrated vegetation management, storm restoration, work planning services to utility companies and their communities across Canada. ArborCare® provides commercial and residential tree and lawn care services in Calgary. Assisting utilities in improving their utility vegetation management programs through inspection and auditing services, emergency response, consulting, and research, often combined with software and LiDAR solutions in Canada. Spectrum Resource Group is an integrated vegetation management solutions provider with expertise in reforestation, vegetation management and forest management. They provide these services to federal, provincial, regional, local and Indigenous governments, to the forestry, energy, mines, petroleum, transportation and utility sectors, and to numerous regional invasive species organizations across Canada.
