Help Desk Technician Tier 1

About the Job

The Help Desk Technician Tier 1 at Anchor Managed Solutions serves as the first point of contact for end users experiencing computer issues, providing first-level technical support by phone, remotely, or in person. This role involves diagnosing and troubleshooting hardware, software, and network connectivity problems, guiding users through solutions, and managing support tickets to ensure timely resolution.

Key Accountabilities

• Provide first-line technical support to clients, addressing issues related to hardware, software, and network connectivity.
• Interact with end users and walk them through troubleshooting techniques to identify and document problems related to desktop support.

• Diagnose and troubleshoot basic technical problems, guiding user (where necessary) through step-by-step solutions.
• Utilize user guides, technical manuals, and relevant documentation to research and apply solutions to identified technical problems.
• Log and manage support tickets, ensuring timely resolution and maintaining accurate records of client interactions and issue resolutions.

• Escalate unresolved issues to Tier 2 support teams as necessary, providing detailed information to facilitate problem-solving.
• Identify escalations quickly to ensure efficient and timely resolution to service requests.
• Contribute to the creation and maintenance of a knowledge base, documenting common issues and their solutions.
• Identify and suggest possible improvements for SOP to maintain accuracy and consistency.

What you bring to the table

The technician is expected to have strong customer service skills, basic IT experience, and familiarity with Microsoft Office 365, Azure AD, and Windows Server environments. Additional responsibilities include escalating unresolved issues to higher-tier support, contributing to the knowledge base, and maintaining accurate records of client interactions. The position requires excellent communication, organizational skills, attention to detail, and a willingness to learn and grow within a team environment, as well as the ability to work after hours or during emergencies.

• High School Diploma or equivalent.
• Associate Degree in Information, Information Technology, Computer Science, or a Related Field (Preferred)
• The following IT industry certifications are an asset and highly preferred but not required: CompTIA IT Fundamentals (ITF+), CompTIA A+ Certification, Microsoft Certified: Fundamentals

• Excellent Customer Service skills. The ability to deal with customers in a professional and courteous manner. Friendly, courteous, and a willingness to solve problems is are a must.
• 1-2+ years of IT Experience.
• 1+ years of experience working on a Managed Services Help Desk or equivalent private sector support role.

About Anchor

Anchor is an award-winning team recognized as one of the leading IT companies in North America. Anchor works with industry-leading vendors to ensure your business is protected and growing smoothly. We take the Enterprise IT experience and provide it to small and medium businesses throughout Saskatchewan.

Perks

Join the Anchor team, where your well-being and growth come first. You’ll enjoy:

• Employee Pension Plan
• Health and wellness benefits
  
• Daily snacks and lunches on special occasions.
• Education reimbursement and career development programs
• Community initiatives and volunteer opportunities
• A culture driven by our values: Hungry, Humble and Smart