Helpdesk Analyst

**About Us**

St.Amant supports over 2,200 people in Manitoba with developmental disabilities, autism and acquired brain injury. We are a not-for-profit organization that offers a wide range of supports for adults, children and their families. Our over 2,000 staff follow a person centered approach and adapt to the needs of each person and each family. St.Amant is guided by its core values of Collaboration, Hospitality, Excellence and Respect.

**Position Summary and Scope of Service**:
St. Amant' core values reflect a strong commitment to diversity, equity, and inclusion. St. Amant maintains an ongoing commitment to recruiting a diverse and talented workforce that is paramount to supporting the vibrant community we serve.

The Help Desk Analyst requires:

- Providing first-level technical support on software and hardware issues.
- Assisting with the installation of various systems and software.
- Keeping detailed records of specific issues they were asked to assist with.
- Work within the service desk ticketing system to resolve and escalate requests as required.
- Staying up to date with industry developments.
- Effective customer service skills when dealing with staff.

**Qualifications**

Educational:
Two or more years of progressively responsible related experience and training that provides the required knowledge, skills, and abilities:

- Completion of a related diploma program such as Computer Support Technician Diploma
- One of the following technical certifications would be an asset:

- CompTIA A+.
- IT Infrastructure Library (ITIL) Foundation.
- Microsoft 365 Certified: Modern Desktop Administrator Associate.
- Microsoft Certified Solutions Expert.

Professional:

- Provide first-line technical support to employees, including troubleshooting and resolving hardware and software issues.
- Assist employees with the use of computer systems and software, including training and guidance.
- Install and configure existing and new hardware and software.
- Keep accurate records of all technical support interactions.
- Communicate effectively with employees and management to ensure timely resolution of technical issues.

Personal:

- Ability to work harmoniously with all program and service staff, support effective communication, and promote positive employee relationships.
- Commitment to the ongoing development of technical skills.
- Strong customer service orientation.
- Effective written and verbal communication skills.
- Good problem-solving skills.
- Works well under pressure.
- Creative and innovative, with an interest in process improvement.

**Responsibilities**:

- Installs, configures, and upgrades operating systems and software using standard business and administrative packages.
- Troubleshoots and maintains workstations, printers, scanners, telecommunication devices, and other IT-related hardware.
- Arranges hardware support and service with external vendors.
- Responds to service requests from remote network locations through on-site support visits or remote takeover processes.
- Supports network users by troubleshooting issues over the phone or through remote connections.
- Respond to customer requests for service using Service Desk Incident Management software to ensure effective customer service and the meeting of Service Level Agreements.
- Performs network identity and account management administration for users and resources through Active Directory.
- Provides training and user support for installing hardware, software, and devices.

The above information is intended to describe the general nature of this position and is not considered to be a complete statement of duties and responsibilities. Additional duties and responsibilities may be assigned provided they are consistent with the qualifications identified and fall within the parameters of this role.

St.Amant is a bilingual organization. Proficiency in both official languages (French/English) would be considered an asset.

As a Condition of Employment, new hires must complete a series of Occupational Health checks. This includes the requirement to confirm immunization or immunity of specific communicable diseases. Successful applicants will also be required to provide proof of COVID-19 vaccination prior to start date.

St.Amant supports equitable employment practices and promotes an inclusive workforce representative of the people we support including diverse abilities, backgrounds, cultures, and identities. Applicants can request reasonable accommodations in all aspects of the selection and hiring process.