IT Helpdesk Analyst

2 weeks ago

Edmonton, Canada CBM IT Full time

Why Join CBM IT?
- Growth Opportunities: We are committed to the professional development of our team members and offer extensive opportunities for career advancement.
- Dynamic Work Environment: Be part of a culture that values creativity, innovation, and collaboration. We are a young, growing company
- Impactful Work: Contribute to projects and initiatives that make a real difference for our clients and our business. We are a small team with lots of opportunity for growth in responsibility

CBM IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our values are Authentic, Responsive, Strategic, Knowledgable, Invested and Transparent.

**Key Responsibilities**

Technical Support:

- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Escalate complex problems to higher-level support teams when necessary.

Customer Service:

- Deliver excellent customer service, ensuring a positive client experience.
- Communicate effectively with clients to understand their technical issues and provide appropriate solutions.
- Maintain professionalism and courtesy at all times, managing client expectations and providing timely updates.

Documentation:

- Document all support activities, including troubleshooting steps, resolutions, and client interactions.
- Update and maintain the knowledge base with accurate and comprehensive information.
- Ensure all documentation is clear, concise, and easily accessible for future reference.

Remote and Onsite Support:

- Perform remote troubleshooting and provide step-by-step technical help.
- Visit client sites as needed to resolve technical issues that cannot be handled remotely.
- Ensure all onsite activities comply with company policies and client requirements.

**Qualifications**

Customer Service Skills: Excellent communication and interpersonal skills, with a strong customer service orientation.

Education: Diploma in IT or a related field; additional technical certifications (e.g., CompTIA A+, Microsoft Certified Professional) are an advantage. Previous experience in a helpdesk or technical support role is an advantage.

Technical Skills:

- Proficiency in troubleshooting Windows operating systems.
- Working knowledge of help desk software and remote control
- Experience working with Microsoft 365
- Ability to diagnose and resolve basic technical issues.
- Knowledge and/or experience with remote management and ticketing tools (RMM, PSA)

Team Player: Ability to work collaboratively with colleagues and contribute to a positive team environment.

Organization: Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.

Learning Mindset: Strong disposition for self-learning and continuous improvement

Travel: Class 5 Drivers license with reliable vehicle

Advanced Technical Skills:

- Knowledge and/or experience with networking and network troubleshooting (TCP/IP, DNS, DHCP, Routing, VLAN, VPN).
- Knowledge and/or experience with backup and disaster recovery (BCDR)
- Knowledge and/or experience with server and virtualization (Windows Server, VMWare, Hyper-V)
- Knowledge and/or experience with Microsoft Azure
- Knowledge and/or experience of Active Directory, GPO’s, NTFS and share permissions
- **How to Apply**_

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

Pay: $42,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

Application question(s):

- Do you have a post-secondary degree or diploma in IT or a related field?

**Experience**:

- IT: 1 year (preferred)

Work Location: In person

Application deadline: 2024-06-28
Expected start date: 2024-07-01

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