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Service Desk Analyst

1 month ago

Kitchener, Canada First Onsite Full time

Are you ready to dive into the world of TECH with a splash of excitement? At First Onsite, we're not just about fixing IT glitches-we're all about bringing the fun to the service desk If you're passionate about problem-solving and enjoy a good laugh along the way, come join our team in Kitchener, Ontario, where the excitement is always onsite

**A DAY IN THE LIFE OF A SERVICE DESK ANALYST**

As a Service Desk Analyst, you are the voice, personality, and everyday IT hero to over 1,200 internal customers. You are the first line of support for IT and jump into action on a wide variety of break-fix technical issues, providing outstanding customer service to end users. You gather details in response to tickets and requests while utilizing team resources, tools, and documentation to provide resolutions quickly and efficiently. While your goal is to resolve all issues, you can recognize the need for escalation and facilitate a warm hand-off while following the proper process to ensure issues are dealt with expeditiously.

Each day presents something new, and your organized, thorough documentation allows for the identification of recurring issues and patterns for the team to discuss. With your desire to learn and willingness to help, you participate in developing new processes/procedures and regularly updating the knowledge base to ensure the success of the entire team. Your technical knowledge and input bring value to the evaluation and testing process for new hardware and software being considered. Your role at First Onsite offers unlimited growth potential, further igniting your passion for all things-IT related, and makes you excited about going to work.

**QUALIFICATIONS**

Technical Qualifications:

- Intermediate skill level working with Microsoft Active Directory/Azure Active Directory, Windows 10/11, and MS Office (M365)
- Experience installing, troubleshooting, and maintaining peripherals such as printers, scanners, cameras, etc.
- Experience with Apple/iOS and Android devices, Microsoft Remote Desktop, Service Desk ticketing systems, other remote computer support technologies
- Knowledge of networking principles, what they mean, and how they interact (TCPIP, DNS, LAN/WAN).
- Knowledge of standard IT security practices such as virus remediation, firewalls, phishing, etc

Behavioural Qualifications:

- Ability to set priorities, meet deadlines, and multitask with mínimal supervision
- Ability to identify when it is appropriate to escalate a ticket and facilitate a "warm hand-off"
- Ability to effectively communicate with employees at all levels and in various situations
- Ability to patiently explain concepts to our users in laymen's terms
- Excellent analytical, decision-making, problem-solving, and troubleshooting skills

**Experience**:

- 2+ years of service desk/desktop support experience
- Associate's degree in Information Security, Computer Science, Information Systems or equivalent work experience

**PREFERENCES**
- ITIL certification a plus
- CompTia A+, Network+, Security+ certifications desirable

**SPECIAL POSITION REQUIREMENTS**
- Duties are performed in the following work environments: 95% Office and 5% Field

**WORK REQUIREMENTS**
- Frequent deskbound work requiring the use of telephones, computer and mouse
- Able to regularly lift and/or move up to 25 pounds for at least 100 feet
- Able to periodically lift more than 25 pounds for at least 100 feet, with the assistance of another member of the team
- Able to walk, stand, sit, use hands to finger/pinch/grip, handle/feel objects, reach with hands and arms, climb and balance, stoop, kneel, crouch and crawl, see, and hear

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, First Onsite Restoration will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources or the Hiring Manager of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.