IT Helpdesk Analyst

4 weeks ago

Ottawa, Canada Stack IT Full time

**KEY REPONSIBILITIES**
- Work at resolving Helpdesk service requests
- Provide oversight and support on escalations from Level 1 technician
- Mentor helpdesk Level 1 technician to strengthen their skills.
- Identify root cause and develop processes and/or use centralized services tools to eliminate problems from recurring
- Participate in on-call rotation with all engineers.
- Strive to maintain an understanding of our clients and their IT infrastructure needs as well as keeping up with current technology trends and changes to ensure network environments are healthy, stable, and performing at their optimum.
- Deliver exceptional service and communication to clients, vendors, and peers in support of the company mission.
- DAILY time entry accounting for at least 8 hours
- Update of documentation of client’s networks
- Backup Maintenance and resolution
- Install, configure, and test workstation hardware including video cards, NICs, sound cards, hard drives
- Network Server - administration task for Windows Server:

- Configure file and print services
- Administration, including add/remove users and groups, configure file permissions, check event logs, configure, and restore from backup
- Day to day administration tasks for VoIP systems such as moves/adds/changes for extensions
- Takes ownership of tasks and follows through to ensure complete resolution
- Assist Sr. Engineers on projects delivery
- Participate in activities of Implementation Team

**Requirements**:

- Must be able to work in Canada and reside in Ottawa area
- Minimum of 5 years’ experience (Must have)
- College diploma or equivalent
- Microsoft Certified Systems Engineer (MCSE) or equivalent work experience
- Basic Security Clearance (Eligible)
- Criminal record check (Must Have)
- Controlled Goods Clearance (Eligible)
- Vehicle for onsite client visits/ travel expenses paid by employer (Must have)

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

**Salary**: $65,000.00-$70,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- Day shift
- Monday to Friday
- Morning shift
- Overtime

Supplemental pay types:

- Bonus pay
- Overtime pay

Ability to commute/relocate:

- Ottawa, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Desktop support: 5 years (required)
- VMWare: 2 years (required)
- LAN/WAN: 3 years (preferred)
- DNS: 3 years (preferred)
- routers and switches: 3 years (required)
- VOIP: 4 years (preferred)

Licence/Certification:

- Controlled Goods Clearance (required)
- MCSE (required)

Work Location: One location

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