IT Support Analyst

3 months ago


Edmonton, Canada International Cooling Tower Inc. Full time

**Summary**:
Under the supervision of the IT Manager, the IT Support Analyst has a key role in our IT department, dedicated to providing outstanding support for the company's technology users. This includes a range of tasks from hardware and software support to troubleshooting and maintenance.

**Job Scope and Responsibilities**:

- Accurately diagnose and resolve hardware and software issues on various devices such as desktops, laptops, and mobile devices.
- Install, configure, and manage hardware and software, including but not limited to printers, scanners, and other peripherals.
- Monitor and ensure the smooth functioning of computer systems and networks.
- Efficiently identify issues requiring more advanced intervention and escalate these to the relevant IT personnel.
- Maintain accurate records of IT equipment and assist in inventory management.
- Contribute to IT-related projects on an as-needed basis.

**Job Qualifications**:

- An associate degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- At least 2 years of experience in a help desk or technical support role is preferred.
- At least 2 years’ Experience of MS Office 365 Administration.
- At least 2 years’ Experience of Active Directory and Azure domain services.
- At least 2 years iOS (iPhone & iPad) support experience.
- Experience of supporting various peripherals such as scanners, printers, plotters etc.
- Basic understanding and experience of networking technologies and protocols, such as TCP/IP, DNS, DHCP, VPN, VLANS, Firewall management.
- Proven skills in troubleshooting and resolving both hardware and software issues.
- Exceptional communication and customer service skills, capable of explaining technical concepts in easy-to-understand terms.
- Ability to work independently, effectively prioritize tasks, and manage time in a dynamic environment.
- Ability for occasional travel to other offices within the USA.
- Ability to lift 50Ilbs.

Previous Experience with the Following is an Asset (but not required):

- Virtualization software (e.g., VMWARE).
- Backup processes/software (VEEAM).
- SQL databases administration/support.
- Analytics tools such as Tableau.
- Knowledge of customer relationship management (CRM) and enterprise resource planning (ERP) systems.
- Firewall technologies, specifically Fortinet Firewalls, switches and Access Points.
- An understanding of Linux Servers.
- Ticket management systems.
- Manage Engine software/services Suite.
- Hardware Image Tools (e.g. Acronis, MDT, SCCM, Manage Engine).
- VOIP Phone technologies.
- Valid passport eligible to travel to Canada (an asset but not essential).

**Job Types**: Full-time, Permanent

**Experience**:

- IT support: 1 year (required)

Work Location: In person



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