IT Support Analyst

3 weeks ago

Boucherville, Canada Pomeroy Technologies, LLC. Full time

We are currently seeking an onsite **IT Support Analyst** in Boucherville, QC for a full-time, permanent role. The **IT Support Analyst** is responsible for providing single point of ownership for IT customer issues and expertise in the implementation of business plans and the achievement of unit objectives.

**Note**: Must be fully fluent in reading, writing and speaking both French and English

**Responsibilities**:

- Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
- Diagnoses customer issues and assigns appropriate support, if outside scope of support
- Resolves issues and/or ensures resolution of issues
- Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
- Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.
- Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Provides training and guidance to users to prevent user based error from reoccurring.
- Develops and maintains an inventory of all site assets, hardware and software and insures they are properly updated in Asset Management and Configuration Management processes.

**Experience**:

- 5-7 years related professional experience
- Experience working on Windows 7, Windows 10, Windows 20016 Server based devices
- Experience working with Office tools
- Knowledge on handhelds (RF Scanners, Tablets etc)
- Experience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)
- Experience supporting Barcode printers
- Direct desktop hardware & software support.
- People management skills; good relationships with team members and users
- Excellent time management and organizational skills; attention to detail
- Knowledge of Atlassian, JIRA/Confluence/Bamboo/Bitbucket
- Windows 7 & Windows 10
- Basic data, VoIP & Wi-Fi networking

Pay: $65,000.00-$95,000.00 per year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- On call

**Experience**:

- Computer hardware: 5 years (preferred)
- Software troubleshooting: 5 years (preferred)
- Atlassian or JIRA/Confluence: 1 year (preferred)

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