We’re all about the craft. KF Aerospace is proud to deliver innovative aircraft solutions for corporate, commercial and military customers worldwide. Launched in 1970 out of British Columbia’s beautiful city of Kelowna, KF has grown to specialize in a wide range of aviation services including maintenance and modifications, cargo operations, military pilot training and aircraft leasing. With facilities across Canada, KF is home to a 1,100 strong, highly skilled individuals. Our passion for our craft fuels every project we touch.
JOB OVERVIEW
Reporting to the IT Helpdesk Supervisor, the IT Helpdesk Lead Technician is a key member of the KF Aerospace Helpdesk Team, delivering Tier 1 and Tier 2 support for workstations, laptops, printers, phones, mobile devices, and network infrastructure issues. Responsibilities include supporting the IT Helpdesk Supervisor in daily operations, managing IT Helpdesk projects, conducting training, and leading the Helpdesk team when required.
LOCATION
This 100 on-site position is based in Kelowna, British Columbia, involving occasional work on evenings and weekends. Occasional (<10) travel within Canada is required.
DUTIES & RESPONSIBILITIES
- Assists in developing and implementing IT Helpdesk policies, standard operating procedures (SOP), and industry best practices.
- Identifies gaps and inefficiencies within IT Helpdesk services and operations, actively engaging in the resolution process and implementing improvements.
- Leads smaller IT Helpdesk projects.
- Contributes to the training and development of IT Helpdesk technicians; develops and delivers training for end-users.
- Provides support to Helpdesk technicians and Tier 1 support for network issues.
- Configures and troubleshoots various IT devices, including workstations, laptops, printers, phones, mobile devices, and peripherals.
- Contributes to the OS imaging process and deployment of workstations to KF standards.
- Delivers timely Tier 1 & 2 support to end-users through phone, email, and in-person interactions.
- Manages Helpdesk tickets, ensuring timely resolutions, adherence to change management processes, and accuracy in record-keeping.
- Establishes and maintains a knowledge database and documentation within the IT Helpdesk.
- Performs additional duties as assigned.
REQUIREMENTS
- Post-Secondary Education in a related field (i.e. networking, computer science, security, etc.), or Grade 12 Diploma with equivalent work experience.
- Minimum of 5 years of Helpdesk experience is required.
- At least one of the following is required: MCP/MCSA, CompTIA A+ or CompTIA Network+ or CompTIA Server+ certified, or a commitment to obtaining certification within the first 12 months.
- Experience with installing, configuring, administering, and troubleshooting a wide range of desktop hardware and software (Active Directory, Windows 7, Windows 10, Microsoft Exchange, Office 365, Office 2016, Access, Visio, Adobe Suite, and various in-house applications),
- Experience with troubleshooting and managing Android and iOS Mobile Devices (experience with Intune is a plus).
- Exceptional customer service orientation required.
- Strong teamwork, leadership, and communication skills.
- Effective problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
- Ability to occasionally lift/move equipment weighing up to 50 lbs.
- Commitment to obtaining DND-related security clearance within the first year of employment.
- This is a 100 on-site position, involving occasional work on evenings and weekends.
- Occasional (<10) travel within Canada may be required.
BENEFITS
Full-Time staff benefits include (but are not limited to):
- Health and Dental Coverage
- Short & Long-Term Disability, Life Insurance
- Health Spending Account & Personal (Wellness) Spending Account
- Paid vacation and Personal time off
- Employee & Family Assistance Program (EFAP)
- Pension matching plan and voluntary RRSP
SALARY
The salary range, including Lead endorsement, is $61,000 - $76,000.
HOW TO APPLY
Be a part of our craft. Apply for the IT Helpdesk Lead Technician at kfaero.ca/careers today!
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