Help Desk Analyst

3 weeks ago

Richmond Hill, Canada MSP Corp Full time

We are looking for a bright, passionate, and motivated Help Desk Analyst - Level 1 to join the team at MBC. This role requires someone with an ambitious nature for continuous learning who has 1-3 years of experience working in a help desk environment with a Managed Services company.

**Responsibilities**:

- The first point of contact with all client requests
- Actively monitoring and investigating alerts on NOC dashboard
- Creating tickets in our ticketing system to track issues
- Resolving user issues that are in scope and maintaining constant communication
- Escalating any tickets that have not been resolved to the escalations team
- Communicating to technicians about any incidents that may require problem management
- Participate in after-hours on-call rotation

Technical Skills:

- Windows 10/11
- Windows Server and associated services
- Remote Desktop Gateways and VPN connections
- Active Directory
- Office 365 Services Including (Exchange Online, Teams, SharePoint, OneDrive for Business)
- Azure AD
- DHCP & DNS
- Hyper-V and VMWare Virtualization platforms
- Mobile Devices

Interpersonal Skills:

- Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into layman terms
- Strong analytical and problem-solving skills
- Initiative and organizational skills
- Strong ability to analyze situations, diagnose problems, and develop and implement solutions
- Must be a team player willing to work on a variety of technical initiatives
- Must have the ability to work independently and identify priorities for completion of multiple tasks
- Extremely Detail oriented

Educational/Technical Experience:

- 1+ years in a service desk environment or equivalent experience
- ITIL Foundations certification is a benefit
- Microsoft certification

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