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IT Client Support Analyst

1 month ago

Richmond, Canada Heli-One Full time

Reach Beyond: CHC provides unmatched helicopter services that enable our customers to reach beyond - to work in remote and challenging destinations that limit others - and come home safely. We are dedicated to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world - safely and reliably. All you have to do is get on board

At CHC, we pride ourselves on our values and culture:
**Simplicity**: Finding the most efficient way in everything we do

**Agility**: Moving quickly and decisively

**Collaboration**: Working together with candor and transparency

**Innovation**: Creating solutions and leading change

**Ownership**: Working with passion and doing what needs to be done

Role Summary:
The Client Support Technician provides 2nd level IT support and is responsible for all end point devices. This role provides both remote and physical hands on support for all user infrastructure issues that are not resolved by the Service Desk

Key Responsibilities:

- Monitor the IT Service Now queue and triage incidents and request not resolved by 1st level support teams
- Provides 2nd level IT Infrastructure support for all end user issues including Desktops, Laptops, Conference Rooms, PC Applications, Mobile devices, Network & Server support
- Responsible for the management and upkeep of all end point devices including security and operating system patches
- Record required information regarding incidents and requests in Service Now. Update tickets with the appropriate information, keep users informed of progress and close ticket with proper resolution data
- Provides proper escalation of issues not resolved to 3rd level engineers including full issue description and troubleshooting steps completed
- Manages End point Asset data base
- Follows all IT policies and procedures, ensures proper build for all end point devices
- Works with local vendors for all mobility, VOIP, Printing & Network related support and escalations
- Works with Infrastructure engineers to support network and servers as required
- Leverages tools such as MS Autopilot or VM Workspace one to deliver modern remote device management solutions
- Looks for and promotes innovative ways to improve user productivity, cost efficiencies and IT support requirements across the end point device landscape
- Creates knowledge articles and assists with continuous training of the Level 1 support team
- Provide rostered on-call support for regional and global operations
- Other duties as directed by the IT Manager.

Qualifications, Skills & Attributes:
**Required Qualifications -**
- Bachelor’s degree in computer science or related area from four-year university; or eight (5) years related experience and/or training
- Minimum 3 years knowledge and experience supporting various Office 365 workloads
- Minimum 3 years’ experience providing desktop support
- Strong knowledge of MS Windows, MAC’s iPads, iPhone, Android hardware and software
- Knowledge of security tools such as Carbon Black, Bit9, MS Azure, Okta,
- Strong understanding of Service Desk related best practices, policies, procedures and implementation experience. Service Now experience preferred
- Relevant experience with Multi-Factor Authentication and VPN
- Exceptional customer service skills
- Good troubleshooting capability throughout the technology stack
- Ability to understand and react appropriately to business critical issues

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