Service Agent (Help Desk Analyst)

Do you appreciate getting awesome service? We do and we love to provide it too. We’re actively recruiting for a Service Agent to join the team at Quercus IT! Come be a part of a company that strives to be the best of the best and hone your skills by surrounding yourself with like-minded team members. Send your resume and covering letter to hireme@quercusit.com


The Job
As a Service Agent for Quercus IT, you’re the first responder for service tickets created through a phone call, email or the Web portal. The role of the Service Agent is to respond, resolve and dispatch tickets as required based on the situation. Ultimately the Service Agent must serve the needs of the client with top rated quality service. This role will operate primarily out of the Quercus office in Edmonton but may occasionally require client site visits.


Hours & Location
8:00am to 5:00pm Monday through Friday in Edmonton


What You'll Be Doing

  • Troubleshoot, resolve or escalate tickets logged through email, telephone or the Web portal
  • Dispatch tickets to Service Engineers
  • Configure and install new workstations, printers and mobile devices
  • Provide one on one training to clients as needed
  • Create and update notes/documentation related tickets, client environments, process and standards
  • Manage user accounts, including creating, disabling, deleting or resetting passwords
  • Perform backup recovery tests
  • Assist in other areas as requested
  • Delivering an outstanding level of service quality

The Culture
We're in a beautiful space that we created together. It’s bright, open and filled with things you’ll love. We have Xbox, Oculus Rift, Ping Pong, and popcorn, even an area to “zen” out. Do you like to have a voice when it comes to ideas? How about directly seeing the impact you’re making to the success of the Company? We work hard and play hard. If you’re looking for a home away from home, and you want to surround yourself with other passionate, like-minded professionals in a comfortable and productive working environment that you look forward to, we’re it!


What we need to see from you

  • Outstanding service quality behaviours
  • Graduate from a Post- Secondary Information technology program or at least two years’ experience in a similar information technology role
  • At least 1-year demonstrable experience in customer service
  • Certifications in Microsoft Operating Systems, A+, Microsoft Office Specialist, ITIL or other
  • Passion and ability to adapt and learn new technologies and achieve certifications
  • Understanding of how to setup, use and troubleshoot the following:
    • Hardware including printers, servers, laptops, desktops and mobile devices
    • Basic networking
    • Windows & Mac operating systems
    • Microsoft Office
  • Superb problem solving capabilities
  • Excellent time management
  • Team player
  • Experience with ConnectWise an asset

Quercus Solutions Inc. is supportive of workforce diversity and encourages applications from qualified individuals.