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IT Support Analyst, La Ronge
2 hours ago
You will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. You will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA with your excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations.ResponsibilitiesAct as first line of contact for our clients via all communication channels.Ensure all calls are logged and detailed in Incident Management ticketing system.Monitor incident management queue, providing the appropriate categorization and responding within SLA.Ensure tickets contain clear and concise details of issuesUndertake first line diagnostics at first contact to determine and resolve general issues.Provide excellent customer service to callers by engaging customers according to training, policies & expectations of the companyApplies exceptional teamwork practices at all times.Strong interpersonal skills in order to work with all client skill levelsProvide support and train staff on new software and proceduresAssist in all aspects of support where deemed necessary.Understand and comply with security and support policies and procedures.Create Knowledge Base ArticlesManage all types of devices in a business environmentPerform or assist in user online support and end user group support.After HoursProvide afterhours, on-call support for all clients when scheduled. On-call expectations for all Support personnel are as follows:On-call per published schedule (typically 4 to 5 weeks per year)On-call schedule coverage is from 5:00 pm Thursday to 5:00 pm the following ThursdayPhone must be within reach 24x7 during the on-call periodMust maintain accessibility to cellular networkMust respond to a notification within 15 minutes of receiptMust be within 30 minutes of access to an internet enabled computer to research and correct the issue or be able to escalate as neededResponsible for seeing the call through to resolution.Responsible for documenting the received notification within incident management platformResponsible for communicating the status, progress, and resolution of the issue to the caller and managementRequirementsSelf MotivatedDetail OrientedProject OrientedA positive attitude and willingness to improve oneselfHigh level working knowledge of Windows OSThe ability to support Mac OSMicrosoft Office Suite proficiencyStrong knowledge of PC hardware, and the ability to troubleshoot and replace any component in a desktop PC comfortablyA working knowledge of Directory administrationFamiliarity with network equipment such as firewalls, switches, and cablingA working knowledge of network routing, DNS, DHCP, VLANFamiliarity with of WLAN, access points & guest networksFamiliarity with disk imaging & replicationFamiliarity with patch & change managementKnowledge of PowerShell is considered an assetKnowledge ofOffice365 is considered an assetKnowledge of Azure Administration is considered an assetQualificationsPost-Secondary education in the field of computer science or ITsupport servicesAny relevant certifications are considered an assetExcellent oral and written communication skills with the ability to effectively convey technical messages to non-technical audienceEffective organizational and problems solving skills as well as planning for not only prioritizing work activities but also anticipating shifts in prioritiesWorking ConditionsThis position has the option of working from homeFlexible hoursAbility to work after hours and have on-call availabilityAbility to do some traveling as requiredDexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.We are an equal opportunity employer committed to an inclusive work environment. An equitable and accessible recruitment process is a key part of our approach. Please let us know if we can offer accommodations for you in the recruitment process or if you have feedback on how to make our recruiting more accessible. #J-18808-Ljbffr
