Support Analyst IT

4 weeks ago

Edmonton Division No, CA Canadian North Inc. Full time

Must be able to perform, but not be limited to, the following duties and responsibilities:

  • Respond to client issues with systems, applications, hardware, and take corrective actions;
  • Provide both telephone and desk-side first and second-level support for desktops, laptops, Office 365, Microsoft Windows Operating Systems, iOS, telecommunications;
  • On-call support work (on rotation with other IT support team members);
  • Configure, install and update desktops, laptops and peripherals based on client service requests, computer upgrade program or as otherwise assigned;
  • Perform desktop application installations, upgrades, and other support and maintenance activities;
  • Provide operating and administration functions including user set up, configuration and management for systems and business applications. These responsibilities include:
    - Creation and termination of Network / Exchange, Office 365 user accounts
    - Managing the rights and permissions of network resources / email accounts
    - Creation and termination of user accounts for business applications
    - Managing the rights and permissions of accounts for business applications
    - Creation of group permissions and rights to file directories
    - Office service requests - hardware moves, setups and changes
  • Coordinate with key vendor contacts and IT resources on application and system issues;
  • Communicate effectively with clients and other team members while gathering information to facilitate problem resolution;
  • Ensure customer satisfaction, including taking ownership of opened tickets and ensuring incidents are fully resolved;
  • Create and maintain support documentation and document operational processes as related to the operations of IT support team;
  • Deliver exceptional customer service skills with the passion to go above and beyond, exceeding client expectations;
  • Other related duties as assigned.

SKILLS AND QUALIFICATIONS:

Include, but not limited to, the following minimum skills and qualifications:

  • Post Secondary Education (2 years);
  • Five (5) years of previous experience;
  • College Diploma with an IT specialty. Professional certifications such as the Help Desk Institute Customer Support Specialist (CSS), Help Desk Analyst (HDA), ITIL, A+ certificate, etc.;
  • Working in a fast-paced IT environment providing Tier I/II/III contact and incident resolution to customers with hardware, software, and application problems;
  • Understanding of Incident and Change Management processes;
  • Understanding of Infrastructure, Business Applications, and Help Desk technology;
  • Intermediate knowledge of Windows 10, Office 365, Active Directory and related user management tasks;
  • Knowledge of telephony VoIP systems, configuration and support;
  • Working in an environment requiring constant and clear oral and written communication;
  • Working in a team environment and experience working cohesively with related IT teams;
  • Experience in a 24/7 Mission Critical Network Environment, On-Call and after hours work required;
  • Attempt to resolve as many incidents during the first call or at Tier I, Tier II;
  • Document incident resolution and status in incident database tools (i.e. Sysaid IT);
  • Install system wide software and assist with fine-tuning system performance;
  • Strong written and verbal communication skills;
  • Strong people skills and a talent for problem solving;
  • Ability to travel;
  • Ability to communicate in Inuktitut an asset;
  • Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.
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