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Tier 2/3 Helpdesk Analyst

4 weeks ago

Calgary, Canada The ITeam Full time

**The ITeam**’s culture is built on collaboration, support, and freedom to be yourself. It’s an organization that is known to be fun, social, friendly and supportive. The ITeam is looking for a **Tier 2/3 Helpdesk Analyst** to join its Technical Support team and bring energy and expertise to their large technical client base.

**Your day-to-day responsibilities may include**:

- Analyzing situations, diagnosing problems, while developing and implementing solutions within narrow timelines
- Reparation of customer issues through remote connections and following through on client deliverables
- Ensuring proper escalation during outages or periods of degraded service and following up with customers
- Communicate important information to the Client IT Manager or Account Manager and document all updated client information in Connectwise.
- Coordinate and schedule product related service activities as needed

**Your resume should outline the following**:

- 3+ years of related and progressive IT technical experience
- Post-secondary degree or diploma with an IT focus or equivalent
- Experience working with Windows Active Directory, Group Policy, DNS, RDS
- Experience working with firewalls, TCP/IP and Internet connectivity configuration
- Investment in further knowledge and education through further certifications (examples include: Microsoft, Cisco, Aruba, SonicWALL or Fortinet security appliances)
- Experience with all aspects of business networks - end-user support, security, backup and recovery, disaster recovery, desktop and software version management
- ITIL Certificate would be considered an asset

**During the interview process, we will be looking for**:

- How you express your technical knowledge and articulate complex IT issues to a variety of audiences
- Exceptional interpersonal skills: how you relate with others even when you’re under the pressure of an interview
- Examples of how you manage multiple projects at a time taking into consideration time management and organizational skills
- Example of projects you’ve completed autonomously and independently
- Examples of how you’ve gone above and beyond for your client group (whether in-house or as a consultant in the past)

**Why The ITeam**:

- An amazing leadership team committed to your growth and development
- A starting base salary of $50,000 - $70,000 and regular commitments to reviews and performance reward
- Overtime pay (not just time off in lieu)
- Bonus program
- Investment into your learning and growth
- A platform to voice your ideas and your concerns

**Conditions of Employment**:

- Valid driver’s license
- Reliable automobile
- Ability to work outside of typical hours (8 to 5)

**Commitment to Diversity, Inclusion and Equality**:
**To Apply**

**Salary**: $50,000.00-$70,000.00 per year

**Benefits**:

- Extended health care

Schedule:

- 8 hour shift

Work Location: One location

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