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IT Support Analyst

3 months ago

Montreal, Quebec, Canada HLC Talent Full time
Job Description

Key Responsibilities:

  • Technical Support:
    • Provide first-line technical support to internal staff, responding to requests via email, phone, or in-person.
    • Troubleshoot and resolve hardware, software, and network issues in a timely manner.
    • Assist with the installation, configuration, and maintenance of IT equipment and software.
  • Incident Management:
    • Log all support requests and incidents in the IT service management system.
    • Follow up on unresolved issues to ensure a quick resolution.
    • Escalate complex problems to higher-level IT staff or external vendors as necessary.
  • System Maintenance:
    • Perform routine system maintenance tasks, such as software updates and backups.
    • Monitor system performance and identify potential issues before they become critical.
  • User Training and Documentation:
    • Provide basic training to users on common IT applications and systems.
    • Develop and maintain user guides and documentation for IT processes and procedures.
  • Collaboration:
    • Work closely with other IT team members to deliver seamless support to the organization.
    • Participate in IT projects, such as system upgrades and new implementations.
  • Compliance and Security:
    • Adhere to IT security policies and procedures to ensure the confidentiality, integrity, and availability of company data.
    • Assist in the implementation of security measures to protect against unauthorized access and data breaches.

Work Environment:

  • This position typically operates in an office environment but may require occasional travel to other company sites.
  • May require working outside regular business hours to address urgent technical issues.
Qualifications
  • Education and Experience:
    • Bachelor's degree in Information Technology, Computer Science, or a related field.
    • 2+ years of experience in an IT support or helpdesk role.
  • Technical Skills:
    • Proficiency in Windows and macOS operating systems.
    • Experience with Microsoft Office Suite and other common software applications.
    • Knowledge of networking fundamentals and troubleshooting.
    • Familiarity with IT service management tools (e.g., ServiceNow, Zendesk).
  • Soft Skills:
    • Strong problem-solving and analytical skills.
    • Excellent communication and interpersonal skills.
    • Ability to work independently and as part of a team.
    • Strong organizational skills and attention to detail.
Additional Information

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