IT Helpdesk Administrator
Department: Digital Services
Reports to: Digital Services Manager
Location: Richmond, BC
Who we are
At TuGo, we’re committed to helping travellers and partners have better experiences. To sum it up: We help—however we can. That’s why we’re one of Canada’s leading travel insurance providers and a Canada’s Best Managed Company!
We’re a team of specialized experts, dedicated to first-class customer service and claims assistance. We’re looking for an IT Helpdesk Administrator to join our team, in our Richmond, BC office.
TuGo is privately owned with headquarters in Richmond, BC. We have over 170 employees in offices across Canada.
What you'll do
- Provide and prioritize first level support and coordinate service desk requests.
- Provide day-to-day administration and operational support for Windows.
- Complete requests for PC support service in a timely manner. This includes setting up new PCs via imaging software, create accounts, providing access to different applications, etc.
- Complete requests for phone system support in a timely manner. This includes setting up new accounts in our Asterisk PBX, configure phones, setup voicemail, etc.
- Follow instructions to solve frequent problems when they arise.
- Coordinate computer equipment repairs with service providers as required.
- Provide users training when required.
- Purchase hardware/software with our providers.
- Manage hardware and software inventory.
- Install software via Desktop Central when required.
- Create and deploy system images.
- Achieve performance targets.
- Collaborate and communicate effectively with team members and all other teams.
- Responsively and effectively handle issues.
- Look for ways to improve customer experience.
- Promote and model TuGo culture, values, and brand promise.
- Continuously build professional and technical expertise.
- Other duties as required.
What you'll bring
- Diploma or certificate in computing & information technology
- 1+ years of direct frontline technical support experience an asset
- Knowledge of and experience with Windows
- Knowledge of and experience with Linux is an asset
- Knowledge of and experience with MAC is an asset
- Requires excellent customer service skills, specifically the ability to deal effectively with end users
- Requires ability to work independently and to increase knowledge and skills through self-learning
- Excellent written and verbal English communication skills
- Strong team player and positive contributor
- Well-developed analytical, problem-solving, and decision-making skills
- Able to consistently live our values of being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
- A strong customer experience focus
- A passion for continuous learning and professional achievement
- A passion for travel
- Successful completion of a criminal record check
- Must be able to work flexible hours and be available on call for 24x7 coverage
Apply to TuGo
If you’re passionate about providing better customer experiences, and this position fits your career plan, send your resume and cover letter to: careers@tugo.com
How to Apply
To apply for any position, send your cover letter and resume to us:
Mailing Address
Human Resources - Careers
TuGo
11th Floor - 6081 No.3 Road
Richmond, BC, V6Y 2B2
