Desktop Support Analyst

3 weeks ago

Calgary, Canada STARS Full time

**Title**
Desktop Support Analyst - 1.0 FTE (Onsite)
**Reports To**
Manager, Information Technology
**Position Summary**
We are looking for someone with “go-getter” attitude and intermediate IT support experience. The successful applicant for this position will be required to complete server administration, network setup, break/fix tasks, daily on-site support and computer maintenance for the company and clients, troubleshoot problems and advise on the appropriate action. You are recognized as a high performing individual in desktop support expertise who empowers and support colleagues and shares knowledge with the team.
**Job Duties**
- Diagnose and resolve technical hardware and software issues;
- Research questions using available information resources;
- Advise user on appropriate action;
- Follow standard help desk procedures;
- Log all help desk interactions;
- Administer help desk software, clean up lap top / desk tops as required;
- Follow up with customers and users to ensure complete resolution of issues;
- Redirect problematic technical issues to the correct resource;
- Identify and escalate situations requiring urgent attention;
- Track and route problems and requests and document resolutions;
- Resolve technical problems with Local Area Networks and Wide Area networks;
- Prepare activity reports;
- Inform leadership of recurring problems, trend concerns;
- Stay current with system information and cyber security changes, best practices and updates;
- Help update training manuals for new and revised software and hardware;
- Train computer users as necessary;
- Strong understanding of MS 365 administration, specifically, Azure AD, SharePoint, Exchange, Teams and Security;
- Knowledge of supporting printer hardware and software;
- Knowledge of networking and telephony platforms;
- Advanced working knowledge of Microsoft Windows and Microsoft Office suite;
- Other duties as assigned.

*This position is required to participate in STARS on call support rotation covering some evenings, weekends and holidays.*
**Education and Experience**
- Bachelors degree in technology preferred;
- 3-5 years of direct IT service desk support is required;
- Working knowledge of fundamental operations of relevant software, hardware and other equipment;
- Demonstrated experience researching, analyzing and interpreting automated system problems;
- Demonstrated experience in internal customer service practices;
- Related experience and training in troubleshooting and providing help desk support.
- Excellent oral and written communication skills;
- Self directed learner with a “customer first” approach to support;
- Comfort in the “grey” adapting to an ever changing technology landscape;
- Must be able to lift up to 30lbs on a regular basis.

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