Help Desk Technician - PTS : Job Details

DescriptionWHO WE ARE: At PTS, we have been dedicated to providing quality cannabis to consumers since 2015. We are committed to learning and improving our processes to create the highest quality products. We aim to make cannabis accessible to everyone through our variety of brands. For more information, please visit our website. ABOUT THE ROLE: Provide hardware and software troubleshooting, network maintenance, and end-user training while demonstrating strong communication skills and a customer-centric approach. Technical Skills:

• Basic understanding of computer hardware and software components.
• Familiarity with routers, switches, firewalls.
• Proficiency in troubleshooting common computer issues (e.g., hardware, software, connectivity).
• Knowledge of Microsoft Office applications.
• Familiarity with operating systems (e.g., Windows, macOS, Linux).
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve basic network problems.
• Experience with ticketing systems for issue tracking.
• Familiarity with remote desktop support tools.
• Optional scripting or programming skills.
• Familiarity with cloud services (e.g., Microsoft 365, Google Workspace).
• Experience in maintaining hardware and software inventories.
• Basic hardware repair and component replacement skills.
• Proficiency in installing operating systems.
• Skills in managing and troubleshooting remote desktop connections and VPNs.
• Ability to use and update knowledge base articles.
• Documentation skills for troubleshooting steps and resolutions.
• The capability to provide basic end-user training.
• Knowledge of cybersecurity best practices.
• Familiarity with mobile device troubleshooting (e.g., smartphones, tablets).
• A deeper understanding of systematic troubleshooting techniques.
• Ability to handle multiple support requests and prioritize effectively.
• Experience with software installation and updates.

Soft Skills:

• Communication skills, both written and verbal.
• Strong customer service orientation with a friendly and patient demeanor.
• Problem-solving and critical-thinking abilities.
• Ability to work well under pressure and handle stressful situations calmly.
• Attention to detail and accurate procedure following.
• Time management skills for task prioritization.
• Adaptability and willingness to learn new technologies and processes.
• Team player who can collaborate effectively with colleagues.
• Professionalism and a strong work ethic.

Education and Experience Required:

• Bachelor's degree in IT, Computer Science or relevant field