Join the Partek Team.
Partek is a fast-growing Managed I.T. Services firm based out of Medicine Hat, Alberta.
Available Positions
Client Support Specialist
Client Support Specialist
Location: Medicine Hat, AB (or Remote)
Employment Type: Full-Time
Partek IT Solutions Inc. has an exciting opportunity for a Client Support Specialist at our head office in Medicine Hat. This is a permanent, full-time position. This is a great opportunity to join our IT support team as we deliver Managed IT Services to our diverse client base across Western Canada.
Behind every great company, is a great group of people. We strive to be much more than a great place to work. At Partek you join a collective of incredibly vibrant, purpose driven, and open-minded people. Every day, Partek proves that building a great business means taking care of our community, our clients, and each other with equal commitment. You will be supported and respected for who you are and for the voice you add to the conversation.
As a Client Support Specialist, you’re a natural problem solver who loves to troubleshoot systems and network issues and embrace new ideas and innovative solutions to create positive, efficient user experiences for our clients.
Dispatch & Triage Coordinator
Dispatch & Triage Coordinator
Location: Medicine Hat, AB
Employment Type: Full-Time
About Partek
Partek is a leading Managed IT Services provider, offering comprehensive technology solutions to businesses. Our mission is to provide top-tier IT support, cybersecurity, and technology consulting to help our clients succeed.
Role Overview
The Dispatch & Triage Coordinator is the frontline of our service desk operations, responsible for managing incoming service requests via phone, email, and our ticketing system (AutoTask PSA). This role ensures that all support requests are properly categorized, prioritized, and assigned to the appropriate technician, ensuring efficient and timely resolution of client issues.
Key Responsibilities
- Ticket Management:
- Answer incoming client calls and create tickets in AutoTask PSA.
- Monitor and process incoming support requests via email and convert them into service tickets.
- Accurately categorize, document, and assign priority levels to tickets based on impact and urgency.
- Apply appropriate work types and statuses to tickets for efficient handling.
- Triage & Escalation:
- Assess ticket details to determine the best resource allocation.
- Dispatch tickets to the correct technicians based on skill set, availability, and workload.
- Escalate high-priority or complex issues to senior technical staff when necessary.
- Communication & Coordination:
- Provide clients with updates on ticket status and expected resolution times.
- Coordinate with the service team to ensure SLAs (Service Level Agreements) are met.
- Follow up on unresolved or stale tickets to ensure progress and client satisfaction.
- Process Improvement & Reporting:
- Identify recurring issues and work with the team to optimize dispatch processes.
- Maintain accurate documentation and reporting in AutoTask PSA.
- Contribute to process refinement to enhance service desk efficiency.
Ideal Candidate Profile
- Strong organizational skills with the ability to multitask in a fast-paced environment.
- Excellent verbal and written communication skills.
- Tech-savvy with a basic understanding of IT terminology and troubleshooting steps.
- Experience in a help desk, call center, or customer support role is preferred.
- Familiarity with AutoTask PSA or other ticketing systems is a bonus.
- Ability to remain calm under pressure and handle client interactions professionally.
Why Join Partek?
- Competitive salary and benefits package.
- Opportunity to work in a collaborative and technology-driven environment.
- Career growth potential within the company.
- A team-oriented culture that values innovation and client satisfaction.
- Free food, regular staff events, in-house Slurpees.
Why you’ll love Partek:
- An open, flexible and welcoming workplace
- Plenty of opportunities to grow and learn
- Autonomy to own your own success
- Employee incentive structure
- Comprehensive health plan
Once here, you’ll:
- Be a contributing member of our inclusive culture, alongside an extraordinarily talented team of people with a wide variety of backgrounds.
- Be a key part of our technical team assisting with overall infrastructure operational effectiveness and optimization.
- Think two steps ahead by anticipating potential issues or bottlenecks and identifying possible solutions.
- Safeguard the security of our information systems and our clients’ networks.
- Manage and monitor a wide range of systems issues, collaborating with other Members of the technical team as needed.
Why we’ll love You:
- Passion to solve complex problems, as well as drive impact and productivity through technology.
- Be forward-thinking while supporting a variety of technical environments.
- Thrive when it comes time to implement, administer, and troubleshoot network infrastructure devices and cloud workloads
- A critical thinker who loves to analyze and problem-solve issues
- Collaborative approach to ensure you can deliver thoughtful and complete work.
- Proficient in the use of Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) tools, as well as support tools.
- Ability to configure and support workstation configurations and desktop PCs in a Managed Services Environment.
- Minimum three years’ experience in a Service Desk role, providing support in Microsoft environments (Windows, Active Directory, Microsoft 365 etc).
- Bonus: Experience with AutoTask PSA.
Send us your Resume:
We are always looking for talented and passionate people. If a position isn’t posted, we’d still love to hear from you.
We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank everyone for their interest; however, only applicants selected to continue in the recruitment process will be contacted.
What's it like to work at Partek?
- Clean, bright office in beautiful downtown Medicine Hat, overlooking the South Saskatchewan River.
- Comprehensive benefits plan.
- Fun and casual environment, that encourages continuous learning.
- Flexible work-life balance.
- Employee bonus structure.
- Regular staff activities and team building events.
