High Paying Job: help desk technician Job in Canada Needed by Citi College of Canadian Careers 

Key Responsibilities:

1. Respond to User Inquiries: Serve as the first point of contact for users needing technical assistance via phone, email, or chat.
2. Troubleshoot Issues: Diagnose, troubleshoot, and resolve hardware, software, and network issues.
3. Guide Users through Solutions: Provide step-by-step instructions to help users resolve their issues, ensuring clear communication.
4. Log and Document Issues: Record incidents, resolutions, and any necessary follow-up actions in a ticketing system.
5. Escalate Complex Problems: Identify issues that require advanced troubleshooting and escalate them to higher-level IT staff.
6. Perform Routine System Maintenance: Conduct regular updates and maintenance on computers, software, and other IT systems.
7. Provide System Setup and Configuration: Assist with setting up new user accounts, configuring devices, and installing software as needed.
8. Maintain Knowledge of IT Best Practices: Keep up-to-date on the latest in troubleshooting techniques, software, and hardware updates.

Tasks

• Give access to computer networks
• Report on the performance of computer systems and networks
• Respond to users experiencing difficulties with computer
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Perform Web-server backup and recovery operations
• Provide customer service
• Manage incidents

Required Skills:

1. Technical Knowledge: Proficiency in operating systems (Windows, macOS), common software, and troubleshooting basic network issues.
2. Problem-Solving Abilities: Capability to diagnose issues quickly and offer effective solutions.
3. Communication Skills: Ability to explain technical issues to non-technical users in a clear, patient, and friendly manner.
4. Time Management: Efficiently manage multiple issues, prioritize tasks, and handle urgent requests.
5. Attention to Detail: Maintain accurate records of all interactions and troubleshooting steps.

Qualifications:

• Education: A high school diploma is typically required, though a degree in computer science or a related field can be advantageous.
• Certifications: CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar certifications are often preferred.
• Experience: Previous experience in a technical support or customer service role is beneficial, although entry-level positions are often available.