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System Support Analyst Iii

4 months ago

Vancouver, Canada Tekwissenllc Full time

Install, configure, and support an organization?s local area network (LAN), wide area network (WAN) and Internet system or a segment of a network system.
- Responsible for monitoring network to ensure network availability to all system users. Education/Experience
- Associate degree in computer related field required. Bachelor degree in computer science preferred. 5 to 7 years experience required.
- This position offers an opportunity to provide dedicated, on site support to large enterprise, based at Kitimat plant site.
- This is a high-performing team looking for someone willing to go above and beyond the expected standard of delivery.
- This will include troubleshooting, training, technical support, ordering of IT equipment, managing escalations, supporting and fostering the use of IT services for collaboration, and assisting in the planning and executing of IT projects.
- The Dedicated Service Technician is the front-line representative of the IT organization for client. It is their responsibility to ensure that technology is not an impediment to the users’ ability to fulfill their roles in a timely manner.
- In addition to working closely with all users and teams across the organization, the DST may be expected to act as an PM for small IT projects, “hands and eyes” for network support, and act as a champion and educator of information security practices and information technology.

**Skills and Competencies**:

- Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
- Strong ability to work independently and manage one?s time. Strong ability to identify, interpret and evaluate system and network requirements.
- Strong knowledge of computer hardware and software as it related to LAN/WAN.
- Troubleshooting - focus on Windows 10; Microsoft 365 Suite; Network Connectivity; SaaS;
- Remote Support Experience through tools such as Windows Remote Assistance a plus
- IT Asset Management
- Adaptable, Fast Learner
- Experience with capital projects / construction sites a positive
- Stakeholder management
- Communication

**Major Job Duties and Responsibilities**:

- Direct staff to perform data backups and disaster recovery operations.
- Direct staff to diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
- Review and approve the planning and implementation of network security measures to protect data, software, and hardware.
- Review and approve the design, configuration and testing of computer hardware, networking software and operating system software.
- Monitor network performance to determine whether adjustments need to be made, and counsel organization on where changes will need to be made in the future.
- Perform other duties as assigned.

**Role will include**:

- Collaborate with support and procurement teams within the Account, including IMAC, PIMA, and the Service Desk, representing the interests of environment.
- Help and train employees in the Service Now request system and other provided systems, such as Concur and “The Hub”
- Troubleshoot and escalate problems, both technical
- and request
- related
- Manage account requests and configuration, working with remote teams supporting active directory.
- Assist with installation and troubleshooting of standard end user computing equipment
- Assist with on
- and off-boarding of staff and contractors
- Set up mobile phones (both corporate and personal) for use within the organization
- Assist in coming up with recommendations and solutions not necessarily available through standard service offerings to the client
- Track and manage all escalations, service desk tickets submitted on behalf of users
- Provide support for corporate software, including Microsoft365, SharePoint, and ServiceNow.
- Support and Facilitate issues with Smart Cards
- Help and train users on collaboration tools, including MS Teams, Logitech video conferencing equipment and SharePoint
- Help Line managers and project administrators understand and fulfill their roles in the on
- and offboarding processes and Joiner-Mover-Leaver (JML) activities. Manage and track JML escalations.
- Help and train users in the use of printing tools.
- Coordinate with necessary stakeholders to enact infrastructure changes, including network upgrades and the management of remote “Global Protect Client” VPN software
- Be able to step in to complete IMAC and JML requests if required by client. This can include data transfer, set up of a new PC, and disk wiping old assets for transport and disposal
- Coordination of any PC modifications requiring local administrator rights
- Maintain working order of conference rooms and collaboration spaces assigned to environment.
- Maintain and manage local site “loaner laptop” pool
- Engage users in a pleasant, customer-friendly manner - DST should make IT experiences as enjoyable as possible for end users
- Work